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Customer Experience Specialist
3 weeks ago
The Client Services Advisor plays a pivotal role in delivering exceptional customer experiences across multiple channels. Based in the Client Services Hub, this individual is responsible for providing personalized, efficient, and effective support to clients through various means of communication.
To achieve this, the Client Services Advisor will leverage available resources, empathize with clients, and employ strong communication skills to resolve inquiries and issues promptly.
In addition to meeting planned KPIs, including sales targets, the Client Services Advisor will be responsible for escalating complex client issues to supervisors as needed to ensure client satisfaction.
Key Responsibilities- Provide a positive and courteous experience for Fendi customers and prospects across all channels of communication and interaction.
- Maintain a client-centric mindset and passion for connecting with customers to resolve their issues and inquiries with service excellence.
- Understand and live the omnichannel mindset by providing customers with multiple easy ways of shopping and connecting with the brand.
- Escalate any customer issues that require further assistance or resources to the appropriate supervisor to ensure client satisfaction.
- Align with Fendi policies, procedures, and processes when handling customer interactions and communications.
- Transmit brand awareness, product knowledge, personalized engagement, and storytelling when communicating with customers.
- Balance inbound customer outreach with outbound customer outreach to generate sales, develop client relationships, and host virtual appointments.
- Drive to meet and exceed sales targets and planned KPIs.
- Share best practices with team members and promote innovative approaches to solve customer inquiries and develop relationships and sales.
