The Maisons of LVMH are known for delighting clients by crafting luxury experiences with every interaction. As more of our clients seek to contact us via phone and online, it is essential that we deliver the same high quality client experience in these channels as we do in our boutiques. The LVMH Client Service Center is a global center of excellence that is redefining luxury client service.
Under the direction of the Team leader, the Client Advisor has for main missions to:
> Receive and process client requests on any contact channel available to clients, including phone, chat, mails, social networks
> Proactively contribute to sales promotion by advising clients on product and service offers
> Place orders by phone or assist clients to place their orders on the web
> Participate in clienteling campaigns
> Handle client orders validation and follow-up with other internal Department or contractors
> Take in charge aftersales complaints
> Actively report to his management on any service issue to contribute to product & service improvement
> Be an ambassador for LVMH brands
He/she will perform these actions in accordance with the scripts and procedures that are given during the briefings and training sessions.
He/she is the guarantor of the quality of response to clients and uses all the tools available (applications, procedures bible, knowledge base) to ensure maximum reliability of the speech delivered to his/her interlocutors.
He/she respects the production schedules received.
Bachelor's degree in sales, customer relationship managementor equivalent practical experience.
Previous experience and a working knowledge in Customer relations Department
Prior Luxury environment experience/ Retail experience
He/she is innovative and proposes solutions to improve LVMH clientelling and customer management.
He/she has a good general culture and expresses with calm, clarity and efficiency. He/she has real writing skills (emails, chat, social networks) to answer clients' questions in the best way.
He/she has mastered the usual computer tools and has demonstrated his ability to adapt quickly to new tools.
Has a strong taste for multilingual and multicultural environments, with excellent speaking and writing skills.
Perfectly bilingual in French and English, or trilingual in French, English and Italian.
Can work on flexible schedules,