Client Services Advisor

About the role

This role covers customer service and sales support across multiple channels, including telephone, email, live chat and social media. The advisor builds relationships with customers, resolves enquiries and complaints, identifies sales opportunities and provides after-sales support.

Key responsibilities

• Deliver excellent customer experiences across telephone, email, live chat and social media.
• Understand customer needs, give personalised recommendations and resolve enquiries or complaints professionally.
• Identify sales opportunities and use selling and negotiation skills to turn enquiries into sales.
• Build and maintain relationships with new and existing customers through proactive engagement.
• Provide after-sales support to improve satisfaction, loyalty and retention.
• Stay up to date on product launches, promotions, campaigns, availability and service offerings.
• Identify feedback and satisfaction trends, recommend service improvements and share ideas to enhance the customer experience.
• Process customer information and transactions accurately while keeping data confidential and secure.
• Handle escalations professionally and work with internal teams to reach timely resolution.
• Follow company policies, procedures and service standards.

Required profile

• Minimum diploma in any discipline.
• At least 2 years of experience in customer service, retail sales, luxury or high-end goods, contact centre or e-commerce operations.
• Experience in customer service or sales within retail, luxury fashion or premium goods is preferred.
• Willingness to work shifts, including weekends and public holidays when required.

Required skills

• Strong verbal and written communication, active listening and interpersonal skills.
• Customer focus, good problem solving and a proactive approach to customer needs and sales opportunities.
• Able to multitask and work across multiple computer systems; Salesforce, SAP or CRM experience is an advantage.