Customer Service Ambassador - Guadalajara

The Customer Service Retail person is responsible of providing a high level service to our internal and external customers on issues related to Customer Owned Merchandise (COM), ensuring all repair and service orders are managed and completed in a timely manner. Successfully meets company's service quality standards using the approved Tiffany & Co. guidelines and procedures, ensuring that all customer queries, via telephone, email or delivery in person are being responded to in an appropriate and timely manner and completed. Applying one-to-one consultative selling and product knowledge to all customer interactions to develop and build sustainable customer relationships and confidence. Is an excellent communicator and ambassador of the brand, their passion for Tiffany is transmitted in each conversation, is in charge of developing long-lasting relationships with customers, maximizing the potential of customers to purchase through the service provided.

Experience - Customer Service

• To apply product knowledge in all interactions with the Customer to develop and strengthen current trust and relationships
• Serve as an alternate channel with the client when their concerns have not been adequately addressed
• To ensure that clients are treated in a warm and friendly manner, ensuring that they live a Tiffany-experience.
• To maintain telephone or personal communication with the client for any clarification, delay or follow-up.
• Guest Experience Manager by request or absence of GEM in sales floor
• Support and ensure the percentage of TEI assigned to the boutique, increasing the items "care of the pieces".
• To offer product cleansing with every interaction with CS clients and inform the care of the pieces.

Management and Handling of Service Orders

• Reception, delivery and monitoring of customer service orders in the times established for the process.
• Maintain a professional approach during interaction with all Clients (internal / external) to determine and resolve situations related to service orders
• Support the sales team to resolve customer doubts
• To keep the Customer Database (COMPASS) updated.
• Meet and exceed customer expectations.
• Offer a consistent customer service through the correct application of the Power of Blue.
• Keep the relationships with current clients and be part of special moments to maintain the loyalty of customers throughout their lives commemorating special dates, anniversaries, etc.
• Clean pieces/items for customers who make requests on the sales floor.
• Engraving of pieces at the moment under request of the client.

Management of administrative processes & Sales Tracker

• Work together with the operations and Sales teams to develop and improve processes
• To Inform the sales team about the amounts to be collected in special service orders
• Main responsible of diamond consultation email account, share the information to the SP´s, track the emails, sales and follow up.
• Answer the calls; provide client's information to SP´s, track follow up and sales.

Personal Shopping coordinator.

• Be the principal contact point of the shoppers
• Coordinate the clientelling gift delivery to the customers.
• Data capture of personal shopper clients.
• To track sales made by Personal Shopper.
• Partner with Store Manager for special request of the shopper in store Tiffany Touch
• Upload merchandise to the shopper when necessary.

Qualifications:

• Microsoft Knowledge
• English
• Detail orientation
• Customer Service ( VIP)
• Leadership
• Negotiation Skills
• Problem Solving Skills
• Numerical Skills

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