Client Care Advisor | Call Center & Sales - Milan

Based in our Milan Client Care Center, the Client Care Advisor delivers an exceptional luxury omni-channel experience by managing incoming client needs across phone, live chat, instant messaging, and video call. Beyond providing high-touch client service, this role focuses on driving sales opportunities and building lasting client relationships across personal shopping, e-commerce, and in store touchpoints.

The Tiffany & Co. Client Care Advisor will exhibit skills in the following competencies:

• Credibility:  Demonstrates character, displays professionalism, models agility.
• Expertise & Judgment:  Demonstrates expertise and business acumen, applies judgment, and takes calculated risks.
• Strategy & Innovation:  Thinks strategically, inspires creativity, plans and organizes.
• Partnership:  Collaborates productively, cultivates and manages talent, communicates with impact.
• Execution:  Strives for excellence, delivers results, and measures outcomes.

Service Excellence

• Build enduring client relationships and inspire loyalty to our brand by creating a warm welcome and providing a personal service that ensures clients feel truly valued, which differentiates Tiffany & Co. from the competition.
• Act as a trusted authority and honour commitments to reduce client effort in answer to their enquiry or in resolution of their issue.
• Be curious and interested in the product range that we have availability and refresh knowledge on a regular basis.
• As the client advocate, uphold integrity and accountability of internal departments and business processes to resolve client dissatisfaction and amplify confidence and loyalty. Be familiar with the customer journey to ensure that the client receives the most relevant and accurate response.
• Demonstrate emotional intelligence in the escalation of service issues with the appropriate level of concern for the resolution and the client’s experience.
   

Gain and Grow Market Share

• Work collaboratively to achieve individual and department sales plan, through use of strategic selling skills to execute sales opportunities and following through with enquiries to generate future sales opportunities.
• Utilise cross-selling, up-selling and promote add-on and personalisation opportunities to maximise the value from a customer interaction
• Consistent realisation and focus on the team’s conversion rate and average transaction value metrics and looking for and suggesting ways to drive improvement.
   

Efficiency and Productivity

• Respond to customer needs in a consistently efficient, accurate and timely manner.
• Display expertise in a multi-system, multi-tasking environment to manage calls, written correspondence and adhere to business processes and policies
• Consistently meet departmental productivity KPIs
   

Clienteling

• Cultivate and maintain relationships to create a portfolio of relevant clients.
• Leverage portfolio data to execute appropriate client outreach plans-
• Acknowledge and celebrate milestone events to maximise opportunities that create lifetime memories for our customers and support opportunities for repeat purchase
   

Requirements:

• Superior communication and interpersonal skills.
• Previous sales or service experience in retail or hospitality, or contact center environment
• Familiarity with website technology, website navigation and terminology associated with e-commerce.
• Flexibility with work schedule from Monday to Sunday
• Must have authorization to work and remain in the Italy
• Fluent in Italian and English, a third language is a valuable plus

For new joiners for this role in Italy, the annual gross salary associated with this position starts from 30.000€. This is only the initial annual gross salary granted to this position. This figure has been determined based on objective and gender-neutral criteria and reflects the starting salary normally applicable to the position at the time of publication of this job posting. Actual salaries may vary based on factors such as your unique blend of experience and skills, start date and our current organizational needs. This role is also eligible for bonuses, subject to Tiffany's discretion and based on factors such as individual and/or organizational performance.
On top of legal benefits, further benefits are provided in accordance with current company policies. 
This position is subject to the provisions of the collective bargaining agreement (CCNLTerziario, Distribuzione e Servizi) applicable to the role and applied by Tiffany & Co. in Italy.
 

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