Client Services Advisor (NYC)

TOTEME is looking for a Client Services Advisor to join the team in New York part-time. As Client Services Advisor you will be the first point of contact for online customers, making sure their questions, requests and expectations are met and improving their shopping experience at toteme-studio.com.

The role

Provide excellent customer service in a timely manner
Handle customer inquiries across different channels such as email, live chat, phone, and social media
Engage in sales and follow-up communication to build customer relationships
Coordinate with our logistics department, warehouse and courier to solve any customer-facing issues
Share customer insights and escalate any priority issues to the appropriate department for resolution
Act as a dedicated concierge for ℅ TOTEME Private members & VIP customers
Work with proactive initiatives in order to increase sales and strengthen customer loyalty
Identify high potential customers and reach out to them proactively
Grow our VIC/VIP customer segment in the US and increase sales for our Ecom and ℅ TOTEME channel
Work within CRM tools to understand customer purchasing behavior
Collaborate and keep a weekly dialog with the retail team & CRM & Loyalty team to receive updates or important information on customers
Build relationships with external partners in the hospitality and luxury business
Host virtual and in-store appointments with customers
'Build relationship with Ateliers, and coordinate atelier services for our VIC/VIP customer & Private members
Send out personal gifts to our VIC/VIP customers on special occasions approved by the CRM & Loyalty team.

Your profile

2-3 years previous experience from online customer service and/or a customer-facing role in a fashion or lifestyle company
Excellent communication and presentation skills
A passion for customer experience

About you

Passionate about TOTEME with an understanding of the brand and aesthetic
Deep knowledge and understanding of Luxury Business, customers, competitors and products
Ability to build strong, long-term relationships
Self-motivated, solution-oriented and hands-on
A strong team player with a positive outlook and collaborative approach
An organized multitasker with strong problem-solving skills and attention to detail
Business and results-oriented with a strong commercial drive
Analytical and digital savvy with a data-driven approach
Quality-centric with great attention to detail
Fluent in English

This is a part-time position based at TOTEME's New York office with an immediate start.

Apply now

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