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Company Name : Gucci America Inc.
Location : Jersey City, NJ 07302
Position : GUCCI Client Solutions Specialist – Client Services
Job Description : Summary Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail.
Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.
Job Description
Role Mission
Client Services is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360 degree Omni-channel client experience. The Client Solutions Specialist is a dedicated & highly motivated individual who optimizes each touchpoint within the client’s post-purchase journey. You will resolve client concerns, guiding clients through the after sales process, and recommending solutions utilizing the Company’s coverage policy. The Specialist is an excellent communicator who will nurture the client relationship to foster loyalty and build trust, resulting in high quality customer support and a premium client experience.
Key Accountabilities
Responsible for receiving client post-purchase inquiries via phone & email through all channels , and deliver responses in a clear, professional, and timely manner;
Act as client support-system and single point of contact through client journey, delivering the luxury experience through timely & proactive follow ups;
Resolve client product concerns by determining the cause of the problem and leveraging policy, tools, and resources to provide the best solution;
Develop expert product knowledge, service offerings and understanding of brand policies & procedures to deliver immediate feedback & solutions;
Responsible for execution of ticket management through After Sales system, ensuring department SLAs are met through timely management and monitoring of tickets through the full life cycle;
Utilize Salesforce and internal systems to accurately track all client touch points, providing end-to-end support to clients & retail through full life cycle of the ticket & case journey.
Partner with Client Solution Manager to identify areas to streamline processes & to eliminate bottlenecks
Key Requirements
Minimum of 2+ years of Customer Service/After Sales services relevant experience;
Possess strong problem-solving skills and ability to multi-task while working in a fast-paced environment;
Strong verbal, written communication skills and excellent organizational skills;
Ability to display patience, empathy, and positivity towards clients;
Strong attention to detail & process driven;
Ability to multitask, prioritize and manage time effectively;
Familiar with CRM systems and practices, knowledge of Salesforce is a plus;
Proficiency with Microsoft Office software including Word, Excel, PowerPoint, Outlook.
Key Behaviors
Explore
Considerate Thinker
Sees the big picture and understands how own actions and decisions impact others and the organization as a whole
Solutions Developer
Actively scans the environment for new approaches, blending different ideas to come with creative yet effective solutions
Deliver
Accountable Achiever
Actively gets things done, raising the bar for performance, and taking accountability for own actions
Agile Advocate
Driven by the sense of urgency, promotes change and takes smart risks in pursuit of goals
Connect
Connection Builder
Builds trust-based relationships across boundaries and encourages collaboration
Adapts own style to communicate impactfully
People Enabler
Empowers others by providing autonomy and encouraging self-expression, valuing and amplifying each person’s uniqueness
Build
Continuous Learner
Is self-aware, curious to learn and seeks feedback from others to continuously grow, always putting improvement over comfort
Talent Builder
Provides constructive and on-going feedback, coaches and helps others to achieve their full potential
Work authorization
Qualified candidates must have the proper work authorization to work in the United States
Employment Status:
Full time (40+ hours a week)
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EOE M/D/F/V
Job Type Regular
Start Date 2022-04-04
Schedule Full time
Organization Gucci America Inc.
This post is listed Under New Jersey jobs
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