Client Advisor (Digital Store, Client Services Centre)

Singapore, Singapore
22 April 2022
Permanent Job

Position

As a Client Advisor (CA), you will anticipate and manage the enquiries from our clients and through appropriate clienteling, meet their needs through relevant product recommendations and upselling.

Our clients will engage via an omni channel platform where the CA is expected to deliver exceptional client experience whilst developing a trusted and connected relationship with them. The CA will be expected to be resourceful and develop relevant solutions to clients by utilizing relevant resources to fulfill their queries and purchases.

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 sales
  • 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 lifestyle
    • Recommending relevant products to each client
    • Cross-selling and upselling
    • Outreach to clients; daring to propose silhouettes using tools such as wardrobing
  • 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 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

Profile

Required Competencies

  • Strong ability to multi-task and prioritize tasks in a fast-paced environment
  • Sales driven with excellent client servicing skills
  • Excellent communication skills in English and another language (i.e. Mandarin, Tagalog, Thai) – both verbal and written
  • Self motivated, highly resourceful and solution-oriented
  • Strong problem solving skills with an innovative mindset; always looking for new ways to enhance client experience
  • Ability to function independently whilst with the team at the same time, anticipate and react to frequently changing business and operating climate

Required Work Experience

  • Minimum of 3 years sales experience, preferably within an omni-channel call-centre environment; (ideally with experience in the luxury segment)
  • Strong background in the service industry
  • Exposure to platforms that supports Calls, Emails, Chats, Social Media
  • Working knowledge of MS Office applications

Work Location

Tampines (East Singapore)

Working Hours Requirement

Rotational shift including Saturdays, Sundays and Public Holidays

Reference: LVM15729