Client Service Ambassador

ABOUT SAINT LAURENT: Founded in 1961, Yves Saint Laurent was the first fashion house to introduce the concept of luxury ready-to-wear with the creation of the 'Rive Gauche' line in 1966, synonymous with youth and freedom. This change represented a crucial first step in the modernisation of fashion and revolutionised the socio-cultural landscape. In 1999, the luxury division of the Kering Group acquired the house of Yves Saint Laurent and, under the creative direction of Anthony Vaccarello since April 2016, continues to position it at the top of the luxury universe. Today, the Saint Laurent collections include women's and men's ready-to-wear, shoes, bags, small leather goods, jewellery, scarves, ties and eyewear. ROLE: As part of the Client Service team, your mission is to accompany our clients throughout the full purchase journey (from discovery to after sales) and maintain a high level of customer satisfaction and retention. As Client Service Ambassador, you will actively contribute to promoting the brand image and its values by providing qualitative and personalized advice throughout all channels (E-Business, Retail, Franchises and Wholesale) and interactions with our clients. You will foster strong relationships with stores to ensure an overall positive client experience. You will be a key contact for escalations, deliver appropriate solutions while strengthening the relationship with our clients. You will communicate customer insights and feedback to the relevant departments to ensure the feedback is being actioned on. You will manage several channels of communication (telephone, email, and chat) keeping in mind your personal targets as well as our team KPIs. You will develop the omnichannel sales through the distant sales tools.

Responsibilities

Accompany clients throughout the full purchase journey from discovery to after sales and maintain a high level of customer satisfaction and retention; Promote Saint Laurent brand image and its values by providing qualitative and personalized advice throughout all channels (E-Business, Retail, Franchises and Wholesale); Foster strong relationships with stores to ensure an overall positive client experience; Act as key contact for escalations and deliver appropriate solutions while strengthening client relationships; Communicate customer insights and feedback to relevant departments; Manage several channels of communication (telephone, email, and chat) while meeting personal targets and team KPIs; Develop omnichannel sales through distant sales tools; Assist in developing a seamless omni-channel experience ensuring consistency, quality and reactivity; Master brand policies and procedures and ensure compliance; Act as brand ambassador; Handle client inquiries, complaints and service for ysl.com and stores, and manage after sales requests; Ensure exceptional and personalized client experience by telephone, live-chat and email; Follow up and liaise with other departments to meet client requests; Escalate incidents as appropriate; Capture accurate client data; Develop business and client base by cultivating strong client relationships with trust and open communication; Share client feedback with appropriate departments to improve processes and services

Requirements

Enthusiasm for the Brand and the Fashion Industry; Client oriented with an excellent sense of service quality (go the extra mile spirit); Strong listening skills with a positive mind set; Commercial mindset; Excellent written and verbal skills in Spanish + Italian; Excellent organizational skills; At ease with online tools and openness to new technologies; Team player; Fast learner; Problem solver-ability to multitask; Resistance to stress; Schedule flexibility

Nice to have

Previous experience in store retail sales or service industry appreciated