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 Client Services Advisor will grow client engagement, provide service excellence, and increase revenue. Ensure that clients anywhere in the world have access to a consistent and excellent Zimmermann experience, which they return to. Support clients from all channels – Online, Retail, Wholesale.

• Previous client service experience and rapport building evidence
• Excellent phone manner
• Excellent written English and 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)

We are looking for a Full-Time Client Services Advisor to join our growing Client Services team in our New York Head Office. The Client Services Advisor will grow client engagement, provide service excellence, and increase revenue. Ensure that clients anywhere in the world have access to a consistent and excellent Zimmermann experience, which they return to. Support clients from all channels – Online, Retail, Wholesale.

• Previous client service experience and rapport building evidence
• Excellent phone manner
• Excellent written English and 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)

• To provide exceptional client service via all available channels.
• To achieve a high level of service satisfaction for online, wholesale, and in-store clients.
• To build client relations, harness client loyalty and generate a strong client database.
• Effective use of client communication platforms (Zendesk, Inside) to better service Zimmermann clientele.
• Client service responses that are in accordance with Zimmermann core values – with particular focus on product knowledge, brand vision, and empathy
• Strive to provide a seamless omnichannel experience, with an ‘above & beyond’ mentality.
• Consistently look to improve client experience and report suggested improvements to senior management
• Achieve personal sales and performance targets.
• Aim to ‘surprise & delight’ clients at every interaction with a focus on genuine quality as well as efficiency.
• Contribute to management assigned projects aimed at elevating the overall Zimmermann client & team experience.

• To create an enjoyable working environment which promotes passion, focus, empathy, and discipline.

• To ensure that administration, data entry and filing is carried out accurately and efficiently in line with Zimmermann’s Policies and Procedures

• Participating in the development of a safe and healthy workplace
• Complying with instructions given for your own health & safety and that of others, in adhering to safe work procedures
• Co-operating with management in its fulfilment of its legislative obligations
• Taking reasonable care to ensure your own health and safety and that of others
• Reporting any injury, hazard, or illness immediately, where practical to Human Resources or a supervisor
• Not placing others at risk by any act or omission
• Not willfully or recklessly interfering with safety equipment

• 1 hour response time to client emails during business hours
• 30 second response time to live chat enquiries & 20 second response time to phone calls
• Sales budgets, compliments targets, and KPIs are met without…