Position Summary

The Customer Experience Specialist is responsible for providing a superior level of service to our global, demanding customers by anticipating needs, solving service issues and increasing customer conversion and retention. The ideal candidate must be flexible with the ability to work Saturdays and Sundays. During particularly busy periods, your schedule may fluctuate.

Role Priorities

• Understand luxury service expectations and the needs of the Moda Operandi customer
• Effectively manage all service channels to ensure personalized luxury service is always provided
• Develop relationships with key business partners to understand their role in the customer journey

Performance Requirements

• Follow the Customer Experience Team’s standards to ensure delivery of an outstanding shopping experience to every customer via telephone and email
• Demonstrate a can-do attitude in every situation to constantly raise the level of service provided and consistently exceed customer expectations
• Work with fellow Customer Experience team members to support each other during peak times and in demanding situations
• Collaborate with Stylists and Global VIP Personal Stylists to ensure that every team member adopts a customer-centric approach
• Identify ways to personalize the experience of every customer and escalate to Senior Stylists and the Global VIP Personal Stylists when necessary
• View every inquiry as a sales opportunity and take the initiative to close sales
• Assist clients with online registration, processing of orders and answer any product related inquiries
• Provide customers with prompt assistance by email or telephone with any information they require regarding orders and returns
• Construct clear and accessible lines of communication for current and potential VIP customers
• Resolve customer complaints effectively and efficiently, in a professional and customer centric manner, using the escalation process when required
• Anticipate and identify potential negative customer situations to turn into positive experiences
• Accurately log all contacts and communication with customers
• Communicate company policy to customers as needed
• Ensure Client Experience processes and procedures are adhered to at all times
• Liaise with other internal departments to ensure issues affecting customer orders and returns are resolved
• Support the Finance team with security check process to enable a seamless shopping experience
• Observe at all times client confidentiality and company policies for data protections and security

Essential Skills, Experience and Educational Requirements

• Bachelor’s degree or equivalent experience in customer care in fashion and luxury goods retail
• Demonstrated appreciation and understanding of the importance of customer care as a function of the business
• Contribution of ideas within a team to improve the customer experience
• Excellent work ethic, the drive to deliver the best, and lead by example
• Experience as a Sales Assistant or similar within a luxury goods environment such as retail, hospitality or travel
• Demonstrated ability to trouble shoot as well as take a proactive approach to sales and service
• Proven track record of building professional relationships, building a rapport with customers and confidently dealing with demanding clientele
• Articulate with exceptional writing skills, including a high standard of spelling and grammar
• Outstanding interpersonal skills and ability to build and maintain relationships in all scopes of business
• Exceptional organizational skills and ability to prioritize in a fast-paced, rapidly changing environment
• Keen eye for detail and organization
• Experience with Microsoft Office applications
• Previous working experience of using a contact management/CRM system desirable
• Knowledge of data protection issues desirable but not essential
• Drive to innovate and support a rapidly growing team

Required Competencies

Communication and Influencing

• Demonstrates ability to build and foster productive working relationships with internal/external clients and customers
• Communicates effectively and persuasively with cross-functional teams
• Team-player, with strong communication, motivational, and diplomatic skills
• Excellent verbal and written communication skills as well as good listening skills
• Creative thinker with the confidence to share ideas with the team

Impact – the ability to:

• Engage customers by effectively delivering compelling and innovative copy that attribute to the overall success of the site

Communication and Influencing

• Demonstrates ability to build and foster productive working relationships with internal/external clients and customers
• Communicates effectively and persuasively with cross-functional teams
• Team-player, with strong communication, motivational, and diplomatic skills
• Excellent verbal and written communication skills as well as good listening skills
• Creative thinker with the confidence to share ideas with the team
• Impact – the ability to: engage customers by effectively delivering compelling and innovative copy that attribute to the overall success of the site

Industry Knowledge

• Comprehensive understanding of the fashion and luxury goods industry, consumer products and personal technology industries, and trends affecting them

Resiliency

• Thrive in a fast-paced environment, welcoming challenges
• Adapts to change with ease and composure

The job description is to be used merely as a guide of expectations rather than an exhaustive list of all duties and competencies. All requirements and skills are subject to change as business needs evolve.

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