Client Care Advisor

Scope of Work

• The main mission is being the first point of contact for our clients and prospects for requests from Asia (excluding Japan)
• Provide a customer centric service to end clients by answering incoming calls and emails and providing the best customer experience.
• Build and maintain AP database.
• Generate traffic, interaction and sales with our boutiques.

Responsibilities

1. Answer calls and respond to end customers' emails across Asia 

• Handle end customer inquiries both by phone (20s or call back same day) and by email (in less than 48h).
• Provide standardize and qualitative customer experience.

2. Research required information using available resources 

• Provide customers with immediate information on specific products, service, after sales and point of sales.
• Master the relevant databases to get the most updated information (CRM, ERP, excel files)

3. Filter and route question to appropriate staff

• Act as a first filter to clients' enquiries
• Identify and escalate priority issues
• Identify potential complaints and help resolve them
   

4. Follow up customer calls/ emails

• Constant follow up on clients' enquiries
• Make sure every client gets a reply to its enquiries in a short time frame
• Ensure an efficient closing of the enquiry while opening on new contact opportunities (product info, event invitation…)
   

5. Maintain and build AP database

• Enter new end customer details into our CRM tool
• Update existing clients information
• Create and update all the "cases" in CRM
• Create follow up opportunities to team members
• Ensure customer "opt in" while sharing data protection requirements.

6. Generate interactions between boutiques and end customers 

• Support our store network by responding to general product inquiries;
• Drive traffic to boutiques
• Make appointments between boutiques and clients
• Generate sales opportunities
• Manage sales over the phone when required.
• Order, receive and invoice parts orders;
   

Should you experience any technical difficulties when submitting your application, please submit your resume at [email protected].