Description
Resolve order-related issues by liaising between client and internal/external groups (warehouse/UPS/repairs)
Manage fraud detection and prevention processes to mitigate fraud losses to ensure chargeback levels are maintained in accordance with the agreed targets
Deal with payment issues and chargeback queries, ensuring that losses are recovered, responding timely respecting the requested deadline
Partner cross functionally with Gucci Administration Department and Fiscal Department to resolve performance issues linked to payments
Participate in functional tests for the system/applications enhancements and liaise with the technology and support groups to resolve outstanding issues ensuring smooth transition of the fast-paced enhancements/changes into the production application
Initiate and follow-up with charge sends
Keep current with product information and attend pre-season product training meetings
Assist with various operational and administrative tasks
Contact clients to manage credit card declines and ensure daily sales goals are met
Identify opportunities seek new initiatives and participate in the development of functional and service enhancements to maximize sales
Provide exceptional online customer service support with excellent phone/written/chat communication skills, resulting in maximizing online sales conversion and clientele
Manage customer cases providing support and information regarding various scenario. This will include but not limited to: ECommerce products, stock availability, order inquiries, returns, exchanges, repair, and shipping information
Act as a generalist to clients and prospects regarding fashion trends, providing styling recommendations based on clients’ individual needs
Knowledgeable in company policies and procedures for different area
Demonstrate passion for the brand and keeps relevant with luxury brands information including but not limited to Gucci products, brand storytelling, social responsibility, services, promotions and marketing trends
Cultivate relationships and offers special, dedicated, and curated service to Very Important Gucci clients (VIG) actively contributing to increased sales revenue
Cross collaboration with other department, including DOS stores in order to manage customer request
Organize regular meetings to go over fraud rules and statistics with payment gateway
Monitor fraud trends and keep team updated
Open Kering Service ticket for client repair related cases
Assist client for placing phone order, send payment link to client and follow up till complete
Assist client on order information changing (item/customer information/ shipping address) or cancellation
Request and process stock transfer for order fulfillment
Arrange with shipping carrier for client return/refund request, to pick up the item for process
Ensure relevant administration is completed and distributed appropriately
Ad-hoc activities related to online client advisor function
Requirements
Functional
2-3 years of experience in Retail or eCommerce operations, client services or relevant experience
Luxury eCommerce sales and customer service experience preferred with a keen understanding of luxury customer needs and expectations
Excellent organizational skills and strong customer relationship skills
Strong interpersonal skills with an ability to work independently and effectively cross- functionally
Ability to prioritize and multi-task with a strong attention to detail and process
Proven experience with software programs including Microsoft Word, Excel, PowerPoint etc
Proficient in Microsoft software/Salesforce/ Manhattan/ AS400 will be advantage
General understanding of common eCommerce KPIs, target setting and external benchmarks
Fluent in English, knowledge of a second language is a plus
Ability to work a flexible retail schedule: including weekends, evenings, and holidays and key event days
Detail oriented with a pleasing personality; demonstrate an energetic and positive attitude
Interest and experience in high-end luxury fashion
Drives to meet and exceed sales goals and customer expectations
Ability to build relationships connect with others solve problems and impact and influence others
Resourceful and creative problem solver
Ability to prioritize and multi-task in a fast pace dynamic environment with strong time management skills
Ability to work under pressure while maintaining a calm demeanor
Internet savvy