Brand Ambassador - Online Retail, Miami

Richemont•Miami, FL

6d•Onsite

About The Position

A High Jewelry Maison with a strong heritage is seeking talented individuals to join their enchanting and creative environment. The Maison promotes exceptional know-how and encourages the development and transmission of expertise with care and no compromise. At Van Cleef & Arpels, employees are surrounded by passionate experts and contribute to new projects, allowing the Maison to regularly reinvent itself. The company is proud to hire talents from diverse backgrounds and experiences, believing that embracing diversity and inclusion empowers creativity, knowledge, and excellence.

Requirements

3+ years in a contact center/customer service environment/retail, or equivalent combination of education and experience.
Experience in eCommerce, luxury retail sector preferred (Fashion, Jewelry, etc.).
High level of maturity, poise, and sound business judgment to work with luxury and demanding clients.
Ability to quickly absorb extensive information on brands’ history, product offerings, and communications/advertising programs.
Technology confidence and technical agility to learn and use multiple applications and systems; ability to multi-task.
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 or internal partners.
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.
Valid work authorization for employment in the USA.

Nice To Haves

Bachelor’s degree preferred, especially in Fashion, Retail or related field.
Experience using Salesforce, CRM, or other comparable email and chat management tools.
SAP knowledge.
Social media experience.
Comfort with virtual and video-based client interactions and sales.
Cultural intelligence and languages.
Knowledge of high-end jewelry, timepieces, and gemstones.

Responsibilities

Achieve and exceed sales, KPIs, and SLAs, delivering an exceptional service experience to all internal and external customers.
Drive sales through professional and courteous client interactions.
Handle all inbound calls, greeting customers in a timely, professional, and engaging manner.
Conduct outbound calls to maintain and develop client relationships.
Provide written responses to customer inquiries via email, chat, and social media, meeting service expectations.
Process merchandise orders initiated by phone and/or website, involving significant data entry.
Stay updated on launches, campaigns, and internal processes to answer a wide range of customer inquiries.
Partner with the VCA Boutique network for sales referrals and other client requests to ensure a high level of client experience.
Assist with special projects, such as testing, initiatives supporting CRC operations, boutique network, and outbound clienteling.
Consistently seek new product knowledge to act as an expert for the Maison.
Cultivate new and existing client relationships through exceptional service and by developing a clienteling plan.
Consistently and accurately capture client data for relationship building, utilizing available tools.
Build lasting relationships with customers by providing first-call resolution and taking ownership of scenarios.
Display strong selling and negotiating skills, overcoming objections and asking probing questions to close sales and understand client needs.
Act as a referent and provide recommendations for an exceptional client experience.