The Client Services Supervisor reports to Senior Omni-Channel Manager will be based in Client Services Hub for Fendi in Southeast Asia & Australia. He / She is responsible to oversee, leading, and training the Client Services Advisors, building a strong team to accomplish desired results.
Main Responsibilities
- Provide Fendi client and prospect with a positive and courteous experience in line with the brand values and professionalism across channels of communication and interactions
- Have a omni and client-centric mindset and passion to connect with customers and resolve their issues and inquiries with service excellence
- Understand and live the omnichannel mindset of providing client with multiple and easy ways of shopping and connecting with the brand and doing so over phone, email, live chat, live video, and/or written correspondence
- Escalate any client issues that require further assistance or resources to the appropriate supervisor to ensure client satisfaction
- Achieve individual and support team to achieve overall sales target
- To meet the overall team KPI for online sales generation (link to FENDI.com)
- Drive to meet and exceed sales targets and planned Client Service Hub KPIs
- Comply with Fendi policies, procedures and processes when handling customer interactions and communications
- Transmit brand stories, product knowledge, personalized engagement and storytelling when communicating with customers
- Balance inbound client outreach with outbound client outreach to generate sales, develop client relationships and host virtual appointments
- Share best practices with team members and promote innovative approaches to solve customer inquiries and develop relationships and sales
- Properly update platforms and logs with accurate data and leverage tools and resources dynamically to meet client needs
- Maintain a productive and excellent connection with retail team members across the zone
Profile:
- Minimum 5 years of related experience in customer service preferably retail, fashion technology companies or hospitality.
- 2 years of supervisor capacity
- Excellent verbal and written communication skills (including phone, video, email, live chat)
- High motivation, energy and passion for customer service and customer centric mindset
- Strong problem-solving and sales negotiation skills
- Result oriented
- Ability to multi-task with strong organizational skills
- Preferred knowledge of Microsoft Office Suite and Systems (including Salesforce)
- Able to work a varied schedule including hours/days/nights/holidays and weekends
- Proficiency in Thai Language is a big plus
- Fluent in English
