Client Success Specialist - Queens, NY

Key Responsibilities

• Cultivate and maintain strong relationships with clients, providing personalized and proactive support.
• Understand individual client needs and preferences to deliver tailored solutions.
• Expertly manage escalated client concerns and delicate situations with grace and professionalism, particularly those involving unhappy clients and items undergoing repair.
• Transform potentially negative experiences into positive outcomes through effective communication, problem-solving, empathy and de-escalation tactics.
• Create both online and letter detailed estimates ensuring all technical information is accurate and all aspects of the client’s request are met.
• Take client calls in a timely manner to maintain service level requirements and respond to client emails thoroughly, efficiently and timely to maintain service level requirements.
• Maintain an in-depth understanding of Tiffany & Co. products, materials, and services, including new developments and service offerings.
• Continuously update knowledge to accurately advise and assist clients.
• Actively solicit and analyze client feedback to identify recurring issues, suggest improvements to service delivery, and contribute to the continuous enhancement of client experience.
• Work collaboratively with cross-functional teams, including repair services, sales, and logistics, to ensure seamless communication and efficient resolution of client requests.
• Maintain accurate and detailed records of client interactions, service requests, and resolutions within our repair and CRM system.

Required Qualifications

• A high school diploma or equivalent.
• Minimum 2 years business experience with strong operational background.
• Proven experience working within a luxury environment, demonstrating an understanding of discerning client expectations and service standards.
• Exceptional written and verbal communication skills, with a proven ability to craft clear, concise, and professional business correspondence.
• A strong passion for helping others succeed and a natural inclination towards empathetic problem-solving.
• Demonstrated ability to manage client expectations effectively and navigate challenging client interactions with composure.
• Strong analytical thinking skills, capable of dissecting complex issues and devising effective solutions.
• Ability to adapt quickly to product developments and service enhancements.
• Proficiency in relevant CRM (client relationship management) software and Microsoft Office Suite.

Preferred Qualifications

• Experience in client care, client service, or client success role within the jewelry or luxury retail sector.
• Familiarity with repair processes and after-sales service in a luxury context.
• Experience working in client facing technical, or luxury retail environment.
• Knowledge in AS400, MIPS, POS or Salesforce.

About Us

Tiffany & Co. is committed to creating an inclusive workplace where everyone belongs. We believe reaching your full potential requires a solid foundation, and we support your well-being through comprehensive benefits, including global benefits like adoption and surrogacy assistance, and parental leave, as well as programs that support mental, emotional, physical, and financial well-being. We also offer competitive pay, medical, dental, and vision insurance, 401(k) plans with company match, paid time off, alongside other meaningful employee offerings.