Client Care Advisor

Recruiter
Tiffany & Co.
Location
Singapore, Singapore
Posted
29 Jul 2022
Closes
06 Sep 2022
Ref
54655
Function
Marketing
Level
Manager
Hours
Full Time
Sales Execution
  • Establish strong personal relationships with clients increase sales, meet and exceed sales goals through phone/ chat channels
  • Assist customers with merchandise selections using consultative and strategic selling skills in accordance with Tiffany & Co training modules and standards.
  • Manage All inbound calls / chats in a timely manner
  • Complete Customer Profile in Compass for fulfillment of order in Store and arrange for order fulfilment with Sales Professional in the store.
  • Assist in confirmation of payment for committed sales or deposit collection
  • Assist in achieving the company's Omni-Channel sales objectives and experience.
  • Obtain and Verify order information and ensure accurate handover of information to Stores for order fulfillmentCheck and reserve inventory for confirm sales orders
  • Direct sales lead to store team when follow up is required

Customer Service
  • Provide a level of service that customer's value and an experience that distinguishes Tiffany from its competition.
  • Create loyalty to the Tiffany brand through consistently high communication quality as measured by VoC. (KPIs include abandon rate, rate of response, user experience etc)
  • Resolve order-related issues by liaising between client and internal/external groups (Store/Operations/Merchandising).
  • Manage verification of orders for fraud and ensure timely fulfillment.

Administration
  • Keep accurate record of calls for training and compliance purposes
  • Collect customer data and create a new customer profile or maintaining existing customer profile for updated information
  • Complete general administrative tasks on an ad-hoc basis as per business needs, including responding to COMPASS and Client Care emails.
  • Responsible for the tracking of ecommerce business activities.
  • Classified/ mark the types of calls and chats received.
  • Maintain and improve results by adhering to standards and guidelines; recommending improved procedure where appropriate


Qualifications
  • High School Certificate or Equivalent.
  • Previous customer service experience in retail or call center environment.
  • Strong verbal and written communication skills.
  • Possess excellent problem-solving skills.
  • Ability to handle calls objectively, when speaking with customers who may be irate, and ability to diffuse customer situations independently or under the guidance of a coordinator or supervisor.
  • Familiarity with website technology, website navigation and terminology associated with internet commerce.
  • Flexible working availability, including evenings and weekends.

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