Customer Services & Ecommerce Client Advisor, East Coast; NYC

Client Services & eCommerce Client Advisor, the Americas Overview

The Client Services & eCommerce Client Advisor, the Americas is the revolving door to our customer service and client needs. They support our region’s online boutique by driving sales, reviewing orders, providing the highest-level of customer service via phone, email, and live chat. This position includes call support for our retail boutiques in the Call Center. The Client Advisor is expected to implement client relationship directives and up-sell product, while ensuring all client correspondences are thoroughly handled.

They will be customer focused individual with an ability to work in a fast-paced environment while providing the best customer experience and supporting sales budgets.

The CSE Advisor, the Americas reports into the Client Services & eCommerce Manager, the Americas.

• Resolve and respond to all client inquiries via the Christian Louboutin Call Center including our online boutique.
• Supporting the calls for the five freestanding boutiques in the Call Center.
• Maintain a monthly answering rate of 82% with a three-minute call wait time.
• Process and monitor Omnichannel orders in our OMS system for boutiques, inclusive to the omni-services:
  Buy-Online-Pick-Up-in-Store, Pick-Up-in-Store, Return-in-Store, and Try-On-in-Store.
• Review and process orders, returns, and exchanges with a focus on communication and updates to the client.
• Proactively seek opportunities to up-sell, clientele, and infuse the CL selling & product trainings into the customer experience. Actively promote digital appointments to further clientele.
• Notify manager of any clerical issues found on the website and/or client services issues.
• Promote response rate for client surveys; maintain a monthly Net Promotor Score equivalent to our KPIs.
• Display creative problem-solving abilities in accommodating clients’ needs, while remaining in line with company policy and systematic capability.
• Offer knowledgeable and professional styling advice to clients with internal product knowledge and achieve team sales targets by maximizing all customer contact opportunities; attend and actively engage in all trainings (Product Knowledge, Launches…)
• Assist with shipping exceptions, post-purchase support, and any logistic needs on behalf of our clients, ensuring a positive and luxurious experience throughout.
• Confidently provide feedback on the online business to help drive sales growth and client retention.
• Ensure all Salesforce activity is properly delegated and managed by oneself and the team; be an expert with the platform and report any issues or suggestions to your manager.
• Partnering with the Americas Care & Repair team to focus on client after-sales (repairs, spare-parts.)
• Communicate company policy to clients when necessary; observe client confidentiality and company policies for data protection and security.
• Support in the training of new hires and/or interns.

• 1-2 years of experience in Retail/Customer service
• Intermediate selling experience and clientelling
• Proficient in all of Microsoft Office/Suite
• Passion for Christian Louboutin and a true ambassador for the brand with strong sense of responsibility
• Ideal candidate has work experience in medium sized multinational company or luxury business.
• Additional language fluency is a plus
• Adheres to company policy and confidentiality
• Proactively contributes to creating a team atmosphere that is professional, flexible and enjoyable
• Exudes a “no task is too big or too small” attitude, with initiative, commitment, reliability, and positivity. Does not accept mediocrity
• Versatile; embraces change and is consistently able to develop and adapt to the needs of the business.
• Driven to learn and grow
• Grasps…