CUSTOMER CARE ASSOCIATE

at  BRUNELLO CUCINELLI

About The Role:
The Customer Care Specialist, located in our HQ office in Solomeo, is part of the Global CRM team and will act towards the customer who gets in contact with the Brand, from all countries and from all channels (e-commerce, boutiques, multibrand doors).
Reporting to the Customer Care Manager, she/he will work closely with the Retail, Multibrand and Digital teams, the Repairs, E-commerce warehouse, Legal and DPO departments, and with the Local CRM and customer care colleagues.

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 the customer, manage clienteling activities, both digital and physical, aimed at proactively involving the customer in the life of the Brand, elevating the client experience and creating a bond between him and the Brand
• Review all assigned customer service requests, prioritize and manage resolution ensuring an excellent level of service, in line with the absolute luxury Brand positioning, before, during and afther 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. shipment monitoring and follow up with clients)
• Assist with special projects (i.e. ad-hoc training sessions, customer delight initiatives, gifting)

Requirements:

• Fluent in English and French (both spoken and written);
• A Customer orientation with a passion for establishing authentic relationships
• A previous experience in Customer Care, Retail or CRM roles, ideally in luxury would be appreciated
• 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, and 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

• 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 the customer, manage clienteling activities, both digital and physical, aimed at proactively involving the customer in the life of the Brand, elevating the client experience and creating a bond between him and the Brand
• Review all assigned customer service requests, prioritize and manage resolution ensuring an excellent level of service, in line with the absolute luxury Brand positioning, before, during and afther 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. shipment monitoring and follow up with clients)
• Assist with special projects (i.e. ad-hoc training sessions, customer delight initiatives, gifting