Client Advisor

2 weeks ago

Central Region, Singapore Gucci Singapore Pte Ltd Full time $60,000 - $120,000 per year
  • Resolve order-related issues by liaising between client and internal/external groups (warehouse/UPS/repairs)
  • Manage fraud detection and prevention processes to mitigate fraud losses to ensure chargeback levels are maintained in accordance with the agreed targets
  • Deal with payment issues and chargeback queries, ensuring that losses are recovered, responding timely respecting the requested deadline
  • Partner cross functionally with Gucci Administration Department and Fiscal Department to resolve performance issues linked to payments
  • Participate in functional tests for the system/applications enhancements and liaise with the technology and support groups to resolve outstanding issues ensuring smooth transition of the fast-paced enhancements/changes into the production application
  • Initiate and follow-up with charge sends
  • Keep current with product information and attend pre-season product training meetings
  • Assist with various operational and administrative tasks
  • Contact clients to manage credit card declines and ensure daily sales goals are met
  • Identify opportunities seek new initiatives and participate in the development of functional and service enhancements to maximize sales
  • Provide exceptional online customer service support with excellent phone/written/chat communication skills, resulting in maximizing online sales conversion and clientele
  • Manage customer cases providing support and information regarding various scenario. This will include but not limited to: ECommerce products, stock availability, order inquiries, returns, exchanges, repair, and shipping information
  • Act as a generalist to clients and prospects regarding fashion trends, providing styling recommendations based on clients' individual needs
  • Demonstrate passion for the brand and keeps relevant with luxury brands information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions and marketing trends
  • Cultivate relationships and offers special, dedicated, and curated service to Very Important Gucci clients (VIG) actively contributing to increased sales revenue
  • Cross collaboration with other department, including DOS stores in order to manage customer request
  • Organize regular meetings to go over fraud rules and statistics with payment gateway
  • Monitor fraud trends and keep team updated
  • Open Kering Service ticket for client repair related cases
  • Assist client for placing phone order, send payment link to client and follow up till complete
  • Assist client on order information changing (item/customer information/ shipping address) or cancellation
  • Request and process stock transfer for order fulfillment
  • Arrange with shipping carrier for client return/refund request, to pick up the item for process
  • Ensure relevant administration is completed and distributed appropriately
  • Ad-hoc activities related to online client advisor function

Key Requirements

  • 2–3 years' experience in Retail, eCommerce, or Client Services (luxury experience preferred)
  • Strong understanding of luxury client expectations and service standards
  • Excellent organizational, communication, and relationship-building skills
  • Able to work independently and cross-functionally in a fast-paced environment
  • Detail-oriented with strong multitasking and time management abilities
  • Proficient in Microsoft Office; knowledge of Salesforce, Manhattan, or AS400 is a plus
  • Familiar with eCommerce KPIs and performance metrics
  • Fluent in English; additional language a plus
  • Flexible to work weekends, evenings, holidays, and key events
  • Energetic, positive, and solutions-oriented with a passion for luxury fashion

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