Job Description

Role Overview

The Brand Ambassador is the voice of Van Cleef & Arpels for our clients, as he / she builds and maintains strong relationships with them. While advising via phone and web-based channels, you are responsible for upholding an excellent level of client support and developing sales. Aside from being the expert advisor for our clients, you will apply your commercial sense to identify sales opportunities, develop your client portfolio, maintain the interest and engagement of your clients at the highest level. As a specialist in the Maison, you will deliver expert knowledge on the products and Maison, while providing the highest quality of service and client satisfaction.

Job Responsibilities

Primary Duties:

The Brand Ambassador at the Client Relations Center is responsible for achieving exceeding sales, KPIs, SLAs, and delivering an exceptional service experience to all internal and external customers.  This position will be in a best in class, state of the art, Multichannel Contact Center environment providing information via phone and email. The ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for Van Cleef & Arpels during every interaction.

Daily Contact Center Operations:

• Drive sales through professional and courteous client interactions.  Handle all inbound calls and greet all customers in a timely, professional, and engaging manner. Comfort with outbound calls to continue client relationships.
• Provide written responses to customers’ inquiries via email, chat, and social media, meeting our service expectations in each conversation.
• Process merchandise orders initiated by phone and/or website; this will involve a great deal of data entry.
• Stay abreast of launches, campaigns, and internal processes to answer a wide variety of customer inquiries, including product availability, characteristics, service, and all other inquiries.
• Partner with VCA Boutique network with sales referrals and other client requests to ensure the highest level of client experience.
• Assist with special projects, as needed (i.e. testing, initiatives supporting CRC operations, boutique network, outbound clienteling initiatives, etc.)

Client Relationship Management:

• Consistently seek new product knowledge to act as an expert for the Maison
• Cultivate new and existing client relationships through exceptional service; developing a clienteling plan for their clients and prospects
• Consistently and accurately capture client data for relationship building, effectively utilizing the tools that are available
• Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario

Sales Achievement:

• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain understanding of client needs and motivations
• Act as a referent and provide recommendations for an exceptional client experience 

Qualifications

Education:

Bachelor’s degree preferred but not required, especially in Fashion, Retail or related field

Required Experience:

3+  years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

Technical Skills/Abilities:

Experience in eCommerce, luxury retail sector preferred (Fashion, Jewelry, etc.)

Must display a high level of maturity, poise, and sound business judgement to work with luxury and exceptionally demanding clients

Ability to quickly absorb extensive information on our brands’ history, product offerings and communications/advertising program.

Technology

• Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools.
• Proficiency with Microsoft Office
• Experience using Salesforce, CRM, or other comparable email and chat management tools a plus
• Additional preferred abilities include-

-SAP knowledge

-Social media experience

-Comfort with virtual and video-based client interactions and sales

• Cultural intelligence and languages a plus
• Knowledge of high-end jewelry, timepieces, and gemstones

Personal Skills:

• Flexible and availability to work within the hours of operation: Monday thru Friday (9am-9pm EST), Saturdays and Sundays (9am-6pm EST)
• Hours subject to change
• Flexibility to work holidays
• Ability to travel as required
• Excellent verbal and written communication skills
• Computer literacy
• Keyboarding skills of at least 50wpm
• Client-focused
• A passion to assist, whether with clients, internal partners, developing teams
• Developing, promoting, and communicating empathy for clients and partners
• Ability to handle highly sensitive clients and situations.
• Strong understanding of formal and informal etiquette and manners
• Organized and efficient for day-to-day operations
• Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player

Currently, we are not sponsoring work visas.  Applicants must have valid work authorization for employment in the USA.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

More than a job…it’s an experience!  

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels.  By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.

The recruitment process:  

Please complete an application on the Richemont Career Site. 

Selected candidates will be contacted by the HR team for an interview.

#Bloom with VCA

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