Brand Ambassador - Online Retail, Miami
On-siteMiami, Florida, United States
Job Summary
Drive sales and uphold exceptional client support via inbound/outbound calls, email, chat, and social media at the Client Relations Center. Handle merchandise orders, process data entry, and provide written responses while meeting service expectations. Act as an expert advisor on Van Cleef & Arpels products and Maison heritage, cultivating new and existing relationships through first-call resolution and personalized clienteling plans. Identify sales opportunities, overcome objections, and partner with the boutique network for referrals. Achieve KPIs and SLAs by delivering a high-quality service experience to internal and external customers. Requires 3+ years in contact center or luxury retail, proficiency with CRM and Microsoft Office, and availability for Monday–Friday 9am–9pm EST hours plus weekends and holidays.
Required Qualifications
- 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
- 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
- SAP knowledge
- Social media experience
- Comfort with virtual and video-based client interactions and sales
- Flexible and availability to work a shift within the hours of operation: Operating hours are Monday - 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
- 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
Desired Qualifications
- Bachelor's degree preferred but not required, especially in Fashion, Retail or related field
- Experience in eCommerce, luxury retail sector preferred (Fashion, Jewelry, etc.)
- Ability to quickly absorb extensive information on our brands' history, product offerings and communications/advertising program
- Knowledge of high-end jewelry, timepieces, and gemstones
- Personal Skills: Flexible and availability to work a shift within the hours of operation: Operating hours are Monday - 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
- 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
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