Senior Client Service Advisor

4 days ago

Singapore LOUIS VUITTON (SINGAPORE) PTE. LTD. Full time

**Operational Excellence**
- Build sound knowledge of clients during interactions via the various channels on the platform, to ensure a personalized interaction and ultimately establish a credible rapport
- Achieve our day-to-day operational requirements within the established objectives and standards (and not limited to): Sales targets, Contact handling across omni-channels, Clientelling, Service SLAs, Service Standards, Productivity, Compliance regulations
- Actively supports all new product launches, marketing campaigns and any other initiatives that drive sales
- Adopt the required strategy to deliver expected targets are met in terms of sales and client experience
- Address general and product-specific inquiries from our clients and provide clear and concise information as needed
- Use tools and resources to identify and anticipate client needs, in a commitment to deliver a one-point contact resolution
- Track all clienteling activities to communicate with clients, build relationship, and convert
- Handle and resolve client’s queries, requests, and feedback (including complaints) promptly and professionally; using the expected service language. Escalate to Team Manager as required
- All complaints, including those resolved during the call, must be shared with both Team Manager and Client Experience Manager; to provide an opportunity for the Client Services team to learn and consistently improve
- Well-versed on the operational guidelines and processes
- Take on additional duties as a Senior and serve as a lead when Team Manager is not around.

**Service Excellence**
- Ensure that collectively as a team we achieve our Post-Call survey targets; or any other quality metrics consistently
- As a brand ambassador, represent the brand in a professional manner that builds on client experience
- Have a sound understanding of our products and services to better fulfill clients needs
- Actively seek for the latest and most updated information relative to luxury lifestyle trends and other luxury brands’ product and services, to be able to support and understand the needs of our clients and their expectations
- Strives to leave the client with a positive client experience after every contact

**Required Work Experience**
- Minimum of 5 years sales experience, preferably within an omni-channel call-centre environment; (ideally with experience in the luxury segment)
- Strong background in the service industry

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