B2C Customer Service Associate - French Speaking
Position
Bulgari is one of the most prestigious brands and global players in the luxury market. We design, produce, distribute, and sell high-end jewels, watches, perfumes, and accessories through a network of over 250 owned stores in the most exclusive shopping areas in the world and selected distributors and more than 10,000 exclusive perfumeries. Bulgari belongs to the LVMH Group (Louis Vuitton Moët Hennessy group), a global leader in the luxury sector.
Quality and excellence are the basis of our culture that reflects the same commitment within the working environment to achieve an organization aimed at the full satisfaction of the customer. Excellence for Bulgari means the perfect balance between top quality products and impeccable services worldwide.
We employ over 170 people in Dublin within our Worldwide Logistic and Supply Chain Centre. We are looking for a: Customer Service Representative B2C – French Speaking.
What can you expect from your role?
* Sales - be comfortable identifying sales opportunities including upselling and cross-selling.
* Client Relationship Management – looking after our valued clients by delivering a personal service at every opportunity ensuring brand success.
* Provide luxury, friendly, professional, and efficient service via inbound and outbound calls, live chat, emails, online reviews via WhatsApp, and social media.
* Deliver “Wow factor” to our clients by listening attentively to their needs, identifying the root cause, and bringing to final resolution.
* Follow department KPIs as set by management.
* Identify and escalate issues appropriately.
* Provide feedback daily to the Head of Department on new issues and escalations.
* Document all interactions to track types of inquiries utilizing CRM software.
* Identify and challenge any negative effects on the Customer Experience prior to new launches, promotions, mass mails, and improvement projects.
* This role may involve Saturday shifts on a rotational basis and may include other days depending on business needs.
Job Responsibilities
Key Responsibilities:
* Convert business opportunities to successful sales.
* Maintain relationships with current customers and build new ones.
* Achieve and exceed sales targets on a monthly and quarterly basis.
* Deal with and answer customer queries.
* Account management.
* Administration and maintenance of relevant account records.
* Daily report on current retailers based on call schedule and weekly reports on progress to date in relation to targets.
Profile
Who are you?
Profile:
* Passionate about Customer Experience.
* Proven success record in a fast-paced, constantly evolving sales and support environment.
* Strong communication skills, including exceptional writing and editing capabilities.
* Ability to demonstrate a continuous-improvement mindset.
* Patient and Empathetic.
* Strong Organizational Skills and ability to work toward agreed department targets: Sales, SLAs, and KPIs.
* Ability to work under pressure and adapt quickly to adverse situations.
* Collaborative and Team-Oriented.
* Sales and Client Relationship experience in luxury or exclusive brand (Retail or e-commerce a distinct advantage).
* Ability to identify sales opportunities including upselling and cross-selling.
* Customer Service experience in luxury hospitality industry, call center, contact center, or IT Support, etc.
* Fluent in English & French (another EU language a distinct advantage).
We are looking for passionate people who can work as a team. Communication and collaboration are at the heart of our company, and we are looking for someone who can excel in this environment.
Additional Information
What about us?
* Our motto is “People Make the Difference”; we support you in reaching your potential.
* Be Creative and Innovative: your ideas are welcome, and we encourage you to share them.
* Deliver Excellence: as a luxury brand, we strive to deliver the best experience in everything we do.
* Cultivate an Entrepreneurial Spirit: we offer a supportive environment to set you up for success.
* We embrace Diversity & Inclusion and commit to treating all people with utmost respect, dignity, and understanding.
* We ensure Security, Health, Safety, and Environmental procedures are always followed at all times with our certification ISO 45001.
* Our culture is focused on transparency, empowerment, continuous learning, and growth where our employees can demonstrate expertise and own projects.
* In Bulgari, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
We are proud to be an equal opportunity workplace dedicated to promoting diversity.
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