Customer Care Associate - Arabic Speaker

Profile:

The Customer Care Associate, located in our HQ office in Solomeo, is part of the Global CRM team and act towards the customers who get in contact with the Brand, from all countries and from all channels (e-commerce, boutiques, multibrand doors).

Reporting to the Customer Care Supervisor, she/he will work closely with the Retail, Multibrand and Digital teams, E-commerce warehouse, Legal and DPO departments, and with the Local CRM and customer care colleagues.

Role Responsibilities:

• Contribute to spread the CRM culture within the company
• In every interaction with customers, try to establish a human connection, which opens doors to the Brand, Solomeo, our Casa Cucinelli and Boutiques around the world
• Act as a personal stylist for customers, managing both digital and in-store clienteling activities aimed at proactively engage customers with the Brand, enhancing the client experience and building strong relationships
• Review all assigned requests, prioritize and manage resolution ensuring an excellent level of caring, in line with the absolute luxury Brand positioning, before, during and after the purchase
• Manage returns, repairs and alterations: tracking and facilitating operations
• Support E-commerce OMS, operations and Omnichannel activities, on-line and in boutique (e.g. shipments monitoring and follow up with clients)
• Participation to special projects (i.e. ad-hoc training sessions, customer delight initiatives, gifting)

Qualifications:

• Fluent in English, French and Arabic (both spoken and written);
• A Customer-centric orientation with a passion for establishing authentic relationships
• A previous experience in Customer Care, Retail or CRM roles, ideally in luxury
• Excellent written and verbal communication skills: the ideal candidate can communicate with our customers in a gentle way, and in line with the spirit of the Brand. Being able to alleviate a difficult situation with empathy
• Extreme attention to details, ability to prioritize daily work and special projects, a true passion for fashion, styling and storytelling
• Ability to work both independently and within an international team environment
• Knowledge of Salesforce is a plus, good proficiency in Excel is required