Client Services Advisor / Senior Client Services Advisor

Client Services Advisor / Senior Client Services Advisor

Job responsibilities

Based in our Client Services Centre in Hong Kong, the Client Advisor is responsible for providing the best-in-class client service by listening and responding to each client’s specific needs and resolving efficiently and effectively through strong and empathetic communication skills. This position will also be responsible for meeting and exceeding planned KPIs.

• Responsible for providing an inbound customer / Retailer response service via the telephone, email, social media and letter correspondence.
• Adopt a highly professional approach to the resolution of customer issues in all instances and via different media.
• Promote and enhance positive customer relationships by using a pleasant, courteous and professional manner incorporating core brand values and marque integrity at all times.
• Ensure that all customer contacts are dealt with in line with Dior and departmental policies and processes.
• Seek to improve own and colleagues’ customer relationships to ensure that customer service levels are acknowledged to be ‘premium’ both within and outside the Company.
• Use innovative approaches to customer concern resolution and ensure new ideas with resultant successful resolution of issues are communicated within the team and department.
• Ensure accurate information is input to the Diorlink & other systems and that updates to the SCRM database are initiated as appropriate.
• Ensure accurate data is included for statistics and workload analysis.
• Develop an excellent working relationship with the Dior network.
• Authorize good will up to specific criteria.

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