Client Services Advisor Job New York New York USA,Customer Service/HelpDesk

Location: New York

Job Description

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.

Client Services

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.

Team

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

Administration

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

WHS

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

KPI’s

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 exceptions
No 'Client Service' client complaints
Zimmermann’s policies and procedures are adhered to
All client interactions are approached with a focus on quality in addition to efficiency

Job Requirements

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)

Job Benefits

Bespoke career development plans and access to strong mentors and industry leaders.
Opportunity to grow within an Australian luxury fashion brand with…