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luxury retailer for runway collections
 
Headquarters New York City    Posted: Tuesday, June 11, 2019
 
   
 
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JOB DETAILS
 

Position Summary

The Senior Customer Operations Specialist is responsible for providing a superior level of service to our global, demanding customers by anticipating needs, solving service issues & increasing customer conversion & retention. The ideal candidate must be flexible with the ability to work Saturdays & Sundays. During particularly busy periods, your schedule may fluctuate.

Role Priorities

  • Understand luxury service expectations & the needs of the Moda Operandi customer
  • Effectively manage all service channels to ensure personalized luxury service is always provided
  • Develop relationships with key business partners to understand their role in the customer journey

Performance Requirements

  • Follow the Client Services Team standards to ensure delivery of an outstanding shopping experience to every customer via telephone & email
  • Demonstrate a can-do attitude in every situation to constantly raise the level of service provided & consistently exceed customer expectations
  • Work with fellow Client Services team members to support each other during peak times & in demanding situations
  • Collaborate with Stylists & Global VIP Personal Stylists to ensure that every team member adopts a customer-centric approach
  • Identify ways to personalize the experience of every customer & escalate to Senior Stylists & the Global VIP Personal Stylists when necessary
  • View every inquiry as a sales opportunity & take the initiative to close sales
  • Assist clients with online registration, processing of orders & answer ay product related inquiries
  • Provide customers with prompt assistance by email or telephone with any information they require regarding orders & returns
  • Construct clear & accessible lines of communication for current & potential VIP customers
  • Resolve customer complaints effectively & efficiently, in a professional & customer centric manner, using the escalation process when required
  • Anticipate & identify potential negative customer situations to turn into positive experiences
  • Accurately log all contacts & communication with customers
  • Communicate company policy to customers as needed
  • Ensure Client Services processes & procedures are adhered to at all times
  • Liaise with other internal departments to ensure issues affecting customer orders & returns are resolved
  • Support the Finance team with security check process to enable a seamless shopping experience
  • Observe at all times client confidentiality & company policies for data protections & security

Essential Skills, Experience & Educational Requirements

  • Bachelors degree or equivalent experience in customer care in fashion & luxury goods retail
  • Demonstrated appreciation & understanding of the importance of customer care as a function of the business
  • Contribution of ideas within a team to improve the customer experience
  • Excellent work ethic, drive to deliver the best & lead by example
  • Experience as a Sales Assistant or similar within a luxury goods environment such as retail, hospitality or travel
  • Demonstrated ability to trouble shoot as well as take a proactive approach to sales & service
  • Proven track record of building professional relationships, building a rapport with customers & confidently dealing with demanding clientele
  • Articulate with exceptional writing skills, including a high standard of spelling & grammar
  • Outstanding interpersonal skills & ability to build & maintain relationships in all scopes of business
  • Exceptional organizational skills & ability to prioritize in a fast-paced, rapidly changing environment
  • Keen eye for detail & organization
  • Experience with Microsoft Office applications
  • Previous working experience of using a contact management/CRM system desirable
  • Knowledge of data protection issues desirable but not essential
  • Drive to innovate & support a rapidly growing team

Required Competencies

Communication & Influencing

  • Demonstrates ability to build & foster productive working relationships with internal/external clients & customers
  • Communicates effectively & persuasively with cross-functional teams
  • Team-player, with strong communication, motivational, & diplomatic skills
  • Excellent verbal & written communication skills as well as good listening skills
  • Creative thinker with the confidence to share ideas with the team

Impact the ability to:

  • Engage customers by effectively delivering compelling & innovative copy that attribute to the overall success of the site
  • Industry Knowledge
  • Comprehensive understanding of the fashion & luxury goods industry, consumer products & personal technology industries, & trends affecting them
  • Resiliency
  • Thrive in a fast paced environment, welcoming challenges
  • Adapts to change with ease & composure

Qualifications

Essential Skills, Experience & Educational Requirements

  • Bachelors degree or equivalent experience in customer care in fashion & luxury goods retail
  • Demonstrated appreciation & understanding of the importance of customer care as a function of the business
  • Contribution of ideas within a team to improve the customer experience
  • Excellent work ethic, drive to deliver the best & lead by example
  • Experience as a Sales Assistant or similar within a luxury goods environment such as retail, hospitality or travel
  • Demonstrated ability to trouble shoot as well as take a proactive approach to sales & service
  • Proven track record of building professional relationships, building a rapport with customers & confidently dealing with demanding clientele
  • Articulate with exceptional writing skills, including a high standard of spelling & grammar
  • Outstanding interpersonal skills & ability to build & maintain relationships in all scopes of business
  • Exceptional organizational skills & ability to prioritize in a fast-paced, rapidly changing environment
  • Keen eye for detail & organization
  • Experience with Microsoft Office applications
  • Previous working experience of using a contact management/CRM system desirable
  • Knowledge of data protection issues desirable but not essential
  • Drive to innovate & support a rapidly growing teamRequired Competencies

Communication & Influencing

  • Demonstrates ability to build & foster productive working relationships with internal/external clients & customers
  • Communicates effectively & persuasively with cross-functional teams
  • Team-player, with strong communication, motivational, & diplomatic skills
  • Excellent verbal & written communication skills as well as good listening skills
  • Creative thinker with the confidence to share ideas with the teamImpact the ability to:
  • Engage customers by effectively delivering compelling & innovative copy that attribute to the overall success of the site

Industry Knowledge

  • Comprehensive understanding of the fashion & luxury goods industry, consumer products & personal technology industries, & trends affecting them

Resiliency

  • Thrive in a fast paced environment, welcoming challenges
  • Adapts to change with ease & composure

The job description is to be used merely as a guide of expectations rather than an exhaustive list of all duties & competencies. All requirements & skills are subject to change as business needs evolve.

 
 
 
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