B2C Customer Service Associate - Spanish SpeakingPositionBulgari is one of the most prestigious brands and global players on 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), 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 organisation aimed at the full satisfaction of the customer. Excellence for Bulgari means the perfect balance between top quality products and impeccable services worldwide.
We are looking for a: Customer Service Representative B2C – Spanish 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 route cause and bring to final resolution.Follow department KPI's 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 a 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 which may include other days depending on business needs.Job ResponsibilitiesKey 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.Dealing with and answering customers 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 relations to targets.ProfileWho are you? Profile: Passionate about Customer Experience.Proven success record in a fast paced, constantly evolving sales and support environment.Strong communications skills, including exceptional writing and editing capabilities.Ability to demonstrate a continuous-improvement mindset.Patient and Empathetic.Strong Organisational Skills and ability to work toward agreed department targets: Sales, SLA's and KPI's.Ability to work under pressure and adapt quickly to adverse situations.Collaborative and Team Orientated.Sales and Client Relationship experience in luxury or exclusive brand (Retail or e-commerce a distinct advantage).Ability to identify sale opportunities including upselling and cross selling.Customer Service experience in luxury hospitality industry, call center, contact center or IT Support, etc.Fluent in English & Spanish (another EU language a distinct advantage).We are looking for passionate people who love working as part of a team. Communication and collaboration is at the heart of our organisation.
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