Rolex Fifth Avenue Flagship Virtual Client Advisor

This role supports the Rolex Fifth Avenue Flagship location, acting as a bridge between retail stores and corporate departments such as digital, ecommerce, and service.

About the role

The Virtual Client Advisor ensures every client experience is exceptional and exceeds expectations, serving as a true “ambassador” of the Rolex brand, products, and values.

Responsibilities

• Maintain excellence in verbal communication with clients calling to inquire about the Rolex brand and in-store services.
• Provide direct support to schedule, confirm, and adjust in-store client appointments.
• Utilize the client relationship management system (CRM) while providing client support.
• Respond to all incoming client inquiries via email, phone, online chat, and social media channels.
• Embrace a client-centric culture to drive retention and increase engagement.
• Respond to clients timely, efficiently, and accurately, offering solutions to ensure they feel valued.
• Resolve client issues quickly and professionally by collaborating with store and corporate teams.
• Engage in active listening, confirm or clarify information, and diffuse escalated situations.
• Strive to exceed performance metrics while delivering consistent client service.
• Develop collaborative, positive working relationships with retail and corporate team members.
• Provide knowledgeable and resourceful support for product and brand inquiries.
• Articulate company policies concisely to clients.

Requirements

• Exceptional client-centricity through active listening and elevated verbal/written communication skills.
• Professional phone presence and confidence.
• Understanding of company products, services, and policies.
• Fluency with computers, phones, and technological systems.
• Strong typing and writing skills.
• Ability to ask inquisitive questions and diffuse escalated situations.
• Ability to work under high pressure while remaining calm in a fast-paced environment.
• Flexibility in work schedule; availability for evenings, weekends, and holidays as needed.
• Strong home internet connection.
• Minimum two years of retail experience, preferably in luxury goods or fashion.

Fluency in multiple languages may be helpful.

Pay

$24 - $28/hour