Job Title: Client Service Advisor
Location: Seoul, Korea
Reporting to: CS Manager

The Client Service Advisor will provide full-service support for Celine.co.kr purchase orders, phone orders, manage the execution of marketing/ CRM operations, and later, supporting stores as the first point of contact and to assist in omni-channel services.
S/he participate actively on CSC’s daily operation.

Tasks and Responsibilities

• Responsible for day-to-day running of the CSC ensuring service levels are met, issues/complaints resolved properly and positively, and sales targets are achieved.
• Act as primary liaison for the local warehouse, follow-up on Celine.co.kr orders (changes in status, back-orders, etc.). Ensure timely order processing, and communicate relevant updates on product, expected order volume, etc.
• Relay After Sales Care and Customer Care inquiries to appropriate resource and ASQ team
• Ensure performance visibility by providing regular updates on sales results and performance to management, including calls, email and social channels inquiries, returns, delivery, orders, etc.

Client Experience & Communication

• Provide a positive, courteous and pleasant customer experience. 
• Demonstrate high professionalism in sharing CELINE’s brand story and product knowledge when communicating with clients in all channels.
• Be proficient in advising clients on CELINE styling and wardrobe. Strive to discover the clients and their needs, and to guide them across the Brand.
• Resolve all escalated complaints, turning negative scenarios into a positive outcome/ opportunity.
• Build VIP sales through client development and establishing personal relationships, inform them about new product arrivals, programs, events.
• Answer questions about CELINE Products and the company’s purchase policies, including post sales questions (e.g. order status, shipment status, returns)

Qualifications

• Minimum 2 years experience of management experience in a call centre or service centre environment, preferably within the luxury retail industry
• Clear demonstration of a customer first mind-set
• Highly motivated and energetic
• Strong interpersonal skills and ability to provide feedback in a constructive and professional way
• Able to work a varied schedule including hours/days/nights/holidays and weekends
• Proficient in Microsoft Office including MS Excel skills.
• Salesforce knowledge is a plus