Digital Client Advisor - Italian Speaker

The Client Service Advisor plays a crucial role in delivering personalized and exceptional service clients.

They ensure customer satisfaction by addressing inquiries, resolving issues, and actively engaging in clienteling initiatives to drive repeat business and enhance the overall client experience.

In close connection with Retail , they provide tailored assistance and foster long-term relationships.

Every client interaction is an opportunity to deliver outstanding service and build loyalty.

This role places a strong emphasis on leveraging digital selling skills to drive commercial success and achieve strategic business goals.

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Business Development and Store Coordination

• Proactively engage with clients through various channels to understand needs and preferences, leveraging strong sales skills and a commercial mindset.

• Utilize clienteling techniques to anticipate client needs, provide product recommendations, and drive repeat sales through the digital selling ceremony.
• Maintain close communication with stores to stay updated on product offerings, promotions, and store events, and to coordinate and facilitate client visits, ensuring a smooth transition and experience from online to offline interactions.
• Drive to achieve and exceed planned KPIs (such as sales, clienteling, client experience...).
• Recommend new and innovative approaches to address client concerns
• Develop excellent working relationships within the Dior network.

Client Support and Communication

• Provide a positive, courteous, and pleasant client experience by incorporating all core brand values and integrity throughout each interaction
• Consistently provide a highly professional approach and outstanding service in order to resolve client issues; communicate effectively and with empathy via phone, email, social media and/or written correspondence
• Assist client in resolving problems, concerns, or issues they may encounter with a product or service by responding to client inquiries and requests through various channels, including phone, email, chat, or social media
• Maintain a professional and empathetic demeanor when interacting with clients, ensuring a positive experience and fostering client loyalty
• Keep accurate records of client interactions, transactions, and details of inquiries, comments, and complaints
• Ensure all client communications are handled in line with Dior policies
• Demonstrate brand awareness, storytelling and product knowledge when communicating with clients
• Ensure qualitative monitoring and updating of customer information, accordingly to the Dior tools, to retain actual customers and detect new high potential ones

Issue Resolution and Escalation

• Escalate client issues that require further resources to appropriate supervisor
• Collaborate with others to address and resolve client issues effectively

Product and Service Knowledge

• Develop in-depth knowledge of the products or services offered to provide accurate and helpful information to clients

Client Satisfaction and Feedback

• Monitor client feedback and satisfaction levels, identifying areas for improvement
• Contribute to the development of client experience policies to ensure a consistently high level of service is provided

Education and experience:

• Bac+2 required from a higher education.
• Previous experience in luxury (client service, boutiques, hotels, or concierge). Retail experience is a plus.

Languages:

• Italian & English

Hard Skills:

• Proficient in Microsoft Office.
• Salesforce knowledge a plus.

Soft skills & motivation:

• A passion for Christian Dior and our collections.
• Strong sales negotiation skills.
• Able to multi-task and prioritize competing tasks.
• Able to work a varied schedule.
• Clear demonstration of a client-first mindset with a strong commercial focus.
• Commercial mindset.
• Collaborative and team spirit
• Agile, ability to adapt quickly to changes

LVMH Values:

• Be Creative & Innovative
• Deliver Excellence
• Cultivate Entrepreneurial Spirit
• Act as an Example