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
- 75% on inbound
- 25% outbound (i.e. outreach calls)
- Clientelling
- Service SLAs
- Service Standards (e.g. Quality & Voice)
- Productivity
- Compliance regulations (including but not limited to handling of personal information)
- Actively supports all new product launches, marketing campaigns and any other initiatives that drive
- Deliver extraordinary service on inbound and outbound calls / emails / social media servicing / chat messages and any other channels that may be established.
- Adopt the required strategy to deliver expected targets are met in terms of sales and client experience; by:
- Discovering our clients to understand their needs and
- Recommending relevant products to each client
- Cross-selling and upselling
- Outreach to clients; daring to propose silhouttes using tools such as
- 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 using the ICON app 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
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
- Have a sound understanding of our products and services to better fulfill clients
- 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 call
Other Duties
- Undertake project work and other reasonable duties as requested by the
- Back of House Duties, such as, product receiving, checking of product condition, order processing, packing, shipping and etc.
