Client Advisor (NYC)

TOTEME is looking for a Customer Experience Representative to join the team in New York. As Customer Experience Representative you will be the first point of contact for online customers, making sure their questions, requests and expectations are met and improving their shopping experience at toteme-studio.com. 

The role 

• Provide excellent customer service in a timely manner
• Handle customer inquiries across different channels such as email, live chat, phone, and social media
• Engage in sales and follow-up communication to build customer relationships
• Coordinate with our logistics department, warehouse and courier to solve any customer-facing issues
• Share customer insights and escalate any priority issues to the appropriate department for resolution
• Act as a dedicated concierge for ℅ TOTEME Private members & VIP customers
• Work with proactive initiatives in order to increase sales and strengthen customer loyalty
• Identify high potential customers and reach out to them proactively
• Grow our VIC/VIP customer segment in the US and increase sales for our Ecom and ℅ TOTEME channel
• Work within CRM tools to understand customer purchasing behavior
• Collaborate and keep a weekly dialog with the retail team & CRM & Loyalty team to receive updates or important information on customers
• Build relationships with external partners in the hospitality and luxury business
• Host virtual and in-store appointments with customers
• 'Build relationship with Ateliers, and coordinate atelier services for our VIC/VIP customer & Private members
• Send out personal gifts to our VIC/VIP customers on special occasions approved by the CRM & Loyalty team.

Your profile

• 2-3 years previous experience from online customer service and/or a customer-facing role in a fashion or lifestyle company
• Excellent communication and presentation skills
• A passion for customer experience

About you

• Passionate about TOTEME with an understanding of the brand and aesthetic
• Deep knowledge and understanding of Luxury Business, customers, competitors and products
• Ability to build strong, long-term relationships
• Self-motivated, solution-oriented and hands-on
• A strong team player with a positive outlook and collaborative approach
• An organized multitasker with strong problem-solving skills and attention to detail
• Business and results-oriented with a strong commercial drive
• Analytical and digital savvy with a data-driven approach
• Quality-centric with great attention to detail
• Fluent in English

This is a part-time position based at TOTEME's New York office.