Job Title:

Customer Service Ambassador - Luxury Retail

Job Description

The Luxury brand ambassador position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through other social channels depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services.Essential Functions/Core Responsibilities 

As a Luxury brand ambassador, you will:

Handle inbound and outbound requests via multiple channel (phone, e-mail, mail, live chat, social channels, WhatsApp...)Curate unforgettable, personalized experiences for high‑net‑worth clientsMaintain broad knowledge of client products and/or servicesExceed sales and CRM targets while fostering long‑term client relationshipsLeverage your deep product knowledge—materials, craftsmanship, heritage—to advise and inspireMaintain utmost discretion and professionalism in every interactionCollaborate seamlessly with the team to uphold brand standards across all touchpointsSupport on ecommerce related enquiries for all sites in the regionRespond to after-sales related questions(basics only) oTransfer calls/e-mails to the appropriate department as needed and follow-up to closureHave the brand culture and knowledge to respond with service excellence to all types of questionsHave the knowledge of scripts/templates/processes and tools to get the right information to best respond to the clients' requestsEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)Participate in activities designed to improve customer satisfaction and business performanceOffer additional products and/or servicesTrack, document and retrieve information in call tracking database

   

Candidate Profile 3–5 years of experience in luxury retail, upscale hospitality, or high-end customer serviceFluent in English; (B2 , C1 level + ) Arabic (and other languages) are strong assetsUniversity degree - background in the timepiece and jewelry industry, and/or in luxury items would be an added advantageProficient with CRM or POS systems—able to track and enhance customer engagementExceptional interpersonal skills, emotional intelligence, and passion for luxuryHighly presentable, with a keen eye for detail and professional composureTolerance for repetitive work in a fast-paced, high production work environmentDemonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and mannerAble to rotate shifts, as neededBased on location and/or program, additional experience/skills may be required

   

*Job requirements may vary by country and will not contravene any local laws

   

Career Framework Role 

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.

   

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

   

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

   

PHILIPPINES  

• Minimum of two years of college education with at least six to twelve months of call center

• Ability to think clearly and can explain difficult issues effectively, both above average written and verbally

• Demonstrate product expertise

• Basic computer navigation skills and computer knowledge

• Ability to train others

   

INDIA  

• Ability to effectively communicate, both written and verbally

• Listen attentively to customer needs and concerns; demonstrate empathy

• Clarify customer requirements; probe for and confirm understanding of requirements or problem

• Confirm customer understanding of the solution and provide additional customer education as needed

• Ability to learn including strong problem solving skills

• Demonstrate strong probing and problem solving skills

• Should be able to handle complex queries

• Should be able to resolve customer queries independently

   

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

ARE Work-at-Home

Language Requirements:

Time Type:

Full time

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