Client Services Advisor, NYHO

Job Description

We are looking for a Full‑Time Client Services Advisor to join our growing Client Services team in our New York Head Office. The role focuses on growing client engagement, delivering service excellence, and increasing revenue to ensure clients worldwide experience a consistent and outstanding Zimmermann experience.

• Previous client service experience and demonstrated rapport building ability
• Excellent phone manner and written English communication skills; bilingual language is an advantage
• Computer literacy with particular use of Microsoft Office, Internet, Apparel
  21, Zendesk, Inside Chat, and Magento
• Reliability and punctuality
• High attention to detail
• Ability to multitask under pressure
• On site (Based in our New York City Head Office)

• Provide exceptional client service via all available channels.
• Achieve a high level of service satisfaction for online, wholesale, and in‑store clients.
• Build client relations, harness loyalty, and generate a strong client database.
• Use client communication platforms (Zendesk, Inside) effectively to enhance service delivery.
• Respond to client inquiries in accordance with Zimmermann core values, with focus on product knowledge, brand vision, and empathy.
• Strive to provide a seamless omnichannel experience with an above‑and‑beyond mentality.
• Consistently seek to improve the client experience and report suggested improvements to senior management.
• Achieve personal sales and performance targets.
• Surprise and delight clients at every interaction, focusing on genuine quality and efficiency.
• Contribute to management‑assigned projects aimed at elevating the overall Zimmermann client and team experience.

• Create an enjoyable working environment that promotes passion, focus, empathy, and discipline.

• Accurately and efficiently perform data entry, filing, and other administrative duties in line with Zimmermann’s policies and procedures.

• Participate in the development of a safe and healthy workplace.
• Comply with instructions for personal and others’ health and safety and adhere to safe work procedures.
• Co‑operate with management in meeting its legislative obligations.
• Take reasonable care to ensure your own health and safety and that of others.
• Report any injury, hazard, or illness immediately, where practical, to Human Resources or a supervisor.
• Avoid placing others at risk by any act or omission.
• Refrain from willful or reckless interference with safety equipment.

• One‑hour response time to client emails during business hours.
• 30‑second response time to live chat enquiries and 20‑second response time to phone calls.
• Meet sales budgets, compliment targets, and KPIs without exceptions.
• No client service complaints.
• Adhere to Zimmermann’s policies and procedures.
• Approach all client interactions with a focus on quality in addition to efficiency.

• Bespoke career development plans and access to strong mentors and industry leaders.
• Opportunity to grow within an Australian luxury fashion brand with opportunities to work globally.
• Competitive package and team member discount.
• Be part of a responsible fashion house focused on leading in sustainability.

Zimmermann uses the advertised hourly range as a benchmark to offer candidates competitive compensation in the market. The range is a genuine estimate of the intended pay for the role, but the company maintains discretion to offer compensation outside the range to reward performance and tenure.

Zimmermann is an equal‑opportunity employer and considers all applicants for employment based on their individual capabilities and qualifications, ensuring a strong corporate commitment to diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.