Client Services Advisor, NYHO

About the role

We are looking for a Full-Time Client Services Advisor to join our growing Client Services team in our New York Head Office. The Client Services Advisor will grow client engagement, provide service excellence, and increase revenue. Ensure that clients anywhere in the world have access to a consistent and excellent Zimmermann experience, which they return to. Support clients from all channels – Online, Retail, and Wholesale.

Responsibilities

• Provide exceptional client service via all available channels.
• Achieve a high level of service satisfaction for online, wholesale, and in-store clients.
• Build client relations, harness client loyalty, and generate a strong client database.
• Effectively use client communication platforms (Zendesk, Inside) to better service Zimmermann clientele.
• Deliver client service responses in accordance with Zimmermann core values – with particular focus on product knowledge, brand vision, and empathy.
• Strive to provide a seamless omnichannel experience, with an ‘above & beyond’ mentality.
• Consistently look to improve client experience and report suggested improvements to senior management.
• Achieve personal sales and performance targets.
• Aim to ‘surprise & delight’ clients at every interaction with a focus on genuine quality as well as efficiency.
• Contribute to management-assigned projects aimed at elevating the overall Zimmermann client & team experience.
• Create an enjoyable working environment which promotes passion, focus, empathy, and discipline.
• Ensure that administration, data entry, and filing are carried out accurately and efficiently in line with Zimmermann’s Policies and Procedures.
• Participate in the development of a safe and healthy workplace.
• Comply with instructions given for your own health & safety and that of others, adhering to safe work procedures.
• Co-operate with management in its fulfillment of its legislative obligations.
• Take reasonable care to ensure your own health and safety and that of others.
• Report any injury, hazard, or illness immediately, where practical, to Human Resources or a supervisor.
• Do not place others at risk by any act or omission.
• Do not willfully or recklessly interfere with safety equipment.

Requirements

• Previous client service experience and evidence of rapport building.
• Excellent phone manner.
• Excellent written English and communication skills; bilingual language is an advantage.
• Computer literacy with particular use of Microsoft Office, Internet, Apparel21, Zendesk, Inside Chat, and Magento.
• Reliability and punctuality.
• High attention to detail.
• Ability to multitask under pressure.
• On-site (based in our New York City Head Office).

KPIs

• 1-hour response time to client emails during business hours.
• 30-second response time to live chat enquiries & 20-second response time to phone calls.
• Sales budgets, compliments targets, and KPIs are met without exceptions.
• No 'Client Service' client complaints.
• Zimmermann’s policies and procedures are adhered to.
• All client interactions are approached with a focus on quality in addition to efficiency.

Benefits

• Bespoke career development plans and access to strong mentors and industry leaders.
• Opportunity to grow within an Australian luxury fashion brand with opportunities to work globally.
• Competitive package and team member discount.
• Be part of a responsible fashion house with a focus on leading in sustainability.

Pay

47,840 - 52,000 USD (yearly).