WHAT YOU CAN EXPECT IN THIS ROLE:

As a B2C Customer Service Representative, you will be the voice of our brand, delivering a personalised, high-touch service to our valued clients across a range of communication channels including phone, email, live chat, WhatsApp, and social media.
You will have previous experience in luxury or retail, with a flair and passion for providing exceptional client service experience.

You will:

• Develop strong client relationships and Identify sales opportunities, including upselling and cross-selling, to drive business growth.
• Build and maintain lasting client relationships with a luxury service mindset.
• Deliver the “wow” factor by understanding client needs and resolving inquiries with professionalism and care.
• Support new exciting product launches and brand campaigns by anticipating customer needs and challenges.
• Meet and exceed departmental KPIs and performance targets.
• Use CRM tools to document client interactions and generate insights for continuous improvement.
• Contribute feedback and escalate issues to ensure a seamless client journey.

KEY RESPONSIBILITIES:

• Convert inbound queries and opportunities into successful sales.
• Cultivate and manage a portfolio of client relationships.
• Consistently achieve monthly and quarterly sales and service targets.
• Handle client queries efficiently and professionally.
• Maintain accurate account records and generate performance reports.