Brand Ambassador - Online Retail, Miami

Richemont•Miami, FL

8d•Onsite

About The Position

The Brand Ambassador is the voice of Van Cleef & Arpels for our clients, as he / she builds and maintains strong relationships with them. While advising via phone and web-based channels, you are responsible for upholding an excellent level of client support and developing sales. Aside from being the expert advisor for our clients, you will apply your commercial sense to identify sales opportunities, develop your client portfolio, maintain the interest and engagement of your clients at the highest level. As a specialist in the Maison, you will deliver expert knowledge on the products and Maison, while providing the highest quality of service and client satisfaction.

Requirements

3+ years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
Experience in eCommerce, luxury retail sector preferred (Fashion, Jewelry, etc.).
Must display a high level of maturity, poise, and sound business judgement to work with luxury and exceptionally demanding clients.
Ability to quickly absorb extensive information on our brands’ history, product offerings and communications/advertising program.
Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools.
Proficiency with Microsoft Office.
Excellent verbal and written communication skills.
Computer literacy.
Keyboarding skills of at least 50wpm.
Client-focused.
A passion to assist, whether with clients, internal partners, developing teams.
Developing, promoting, and communicating empathy for clients and partners.
Ability to handle highly sensitive clients and situations.
Strong understanding of formal and informal etiquette and manners.
Organized and efficient for day-to-day operations.
Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player.
Applicants must have valid work authorization for employment in the USA.

Nice To Haves

Bachelor’s degree preferred but not required, especially in Fashion, Retail or related field.
Experience using Salesforce, CRM, or other comparable email and chat management tools a plus.
SAP knowledge.
Social media experience.
Comfort with virtual and video-based client interactions and sales.
Cultural intelligence and languages a plus.
Knowledge of high-end jewelry, timepieces, and gemstones.

Responsibilities

Achieving and exceeding sales, KPIs, SLAs, and delivering an exceptional service experience to all internal and external customers.
Driving sales through professional and courteous client interactions.
Handling all inbound calls and greeting all customers in a timely, professional, and engaging manner.
Comfort with outbound calls to continue client relationships.
Providing written responses to customers’ inquiries via email, chat, and social media, meeting our service expectations in each conversation.
Processing merchandise orders initiated by phone and/or website, which will involve a great deal of data entry.
Staying abreast of launches, campaigns, and internal processes to answer a wide variety of customer inquiries, including product availability, characteristics, service, and all other inquiries.
Partnering with VCA Boutique network with sales referrals and other client requests to ensure the highest level of client experience.
Assisting with special projects, as needed (i.e. testing, initiatives supporting CRC operations, boutique network, outbound clienteling initiatives, etc.).
Consistently seeking new product knowledge to act as an expert for the Maison.
Cultivating new and existing client relationships through exceptional service; developing a clienteling plan for their clients and prospects.
Consistently and accurately capturing client data for relationship building, effectively utilizing the tools that are available.
Building lasting relationships with customers by delivering first call resolution and taking ownership of every scenario.
Displaying strong selling and negotiating skills; overcoming objections and asking probing questions to close sales and gain understanding of client needs and motivations.
Acting as a referent and providing recommendations for an exceptional client experience.