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Job Description
Roles & Responsibilities
The Luxury brand ambassador position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through other social channels depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services.
- Handle inbound and outbound requests via multiple channel (phone, e-mail, mail, live chat, social channels, WhatsApp...)
- Curate unforgettable, personalized experiences for high net worth clients
- Maintain broad knowledge of client products and/or services
- Exceed sales and CRM targets while fostering long term client relationships
- Leverage your deep product knowledge materials, craftsmanship, heritage to advise and inspire
- Maintain utmost discretion and professionalism in every interaction
- Collaborate seamlessly with the team to uphold brand standards across all touchpoints
- Support on ecommerce related enquiries for all sites in the region
- Respond to after-sales related questions(basics only) o
- Transfer calls/e-mails to the appropriate department as needed and follow-up to closure
- Have the brand culture and knowledge to respond with service excellence to all types of questions
- Have the knowledge of scripts/templates/processes and tools to get the right information to best respond to the clients' requests
- Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs )
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
Desired Candidate Profile
- 3 5 years of experience in luxury retail, upscale hospitality, or high-end customer service
- Fluent in English; (B2 , C1 level + ) Arabic (and other languages) are strong assets
- University degree - background in the timepiece and jewelry industry, and/or in luxury items would be an added advantage
- Proficient with CRM or POS systems able to track and enhance customer engagement
- Exceptional interpersonal skills, emotional intelligence, and passion for luxury
- Highly presentable, with a keen eye for detail and professional composure
- Tolerance for repetitive work in a fast-paced, high production work environment
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Able to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
Company Industry
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Concentrix Corporation
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