Job Description

Position

Mission

The Client Services Advisor is based in Client Services Hub for Fendi Southeast Asia & Australia. He/she is responsible for providing best-in-class customer service and omnichannel support to each client whom he/she interacts with.




The Client Services Advisor will do so by listening and responding to each client in a personalized, efficient, and effective manner by leveraging the resources available, as well as strong empathy and communication skills. He/she will be responsible for meeting and exceeding planned KPIs, including sales targets.

Job responsibilities

Main Responsibilities:

Responsibilities include but are not limited to the following:

Main Responsibilities

Provide Fendi customer and prospect with a positive and courteous experience in line with the brand values and professionalism across channels of communication and interactions Have a client-centric mindset and passion to connect with customers and resolve their issues and inquiries with service excellence Understand and live the omnichannel mindset of providing customers with multiple easy ways of shopping and connecting with the brand and doing so over phone, email, live chat, live video, and/or written correspondence Escalate any customer issues that require further assistance or resources to the appropriate supervisor to ensure client satisfaction Align with Fendi policies, procedures and processes when handling customer interactions and communications Transmit brand awareness, product knowledge, personalized engagement and storytelling when communicating with customers Balance inbound customer outreach with outbound customer outreach to generate sales, develop client relationships and host virtual appointments Drive to meet and exceed sales targets and planned KPIs Share best practices with team members and promote innovative approaches to solve customer inquiries and develop relationships and sales Properly update platforms and logs with accurate data and leverage tools and resources dynamically to meet client needs Maintain a productive and excellent connection with retail team members across the zone

Profile

Job Requirements

Related experience in customer service preferably retail, fashion technology companies or hospitality Excellent verbal and written communication skills (including phone, video, email, live-chat) in English and a second language High motivation, energy and passion for customer service and customer centric mindset Strong problem-solving and sales negotiation skills Result oriented Ability to multi-task with strong organizational skills Preferred knowledge of Microsoft Office Suite and Systems (including Salesforce) Flexibility to work varied schedule on nights/ public holidays / weekends Where necessary due to operational needs or project demands. Proficiency in a third language is a plus

FENDI

MAISON

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The Fendi Maison was established by Adele and Edoardo Fendi in Rome in 1925. The opening of the first Fendi boutique - a handbag shop and fur workshop followed. Soon winning international acclaim, Fendi emerged as a brand renowned for its elegance, craftsmanship, innovation and style.


Called by the legendary five Fendi sisters, the collaboration with the late Karl Lagerfeld began back in 1965 and lasted 54 years. In 1992, Silvia Venturini Fendi seconded him in the Artistic Direction; in 1994, she is given the direction of Accessories and later of Menswear.


In 2000, the LVMH group acquires Fendi becoming in 2001 its majority shareholder. Appointed in 2020, Kim Jones held the role of Artistic Director of Couture and Womenswear until 2024. Since 2020, Delfina Delettrez Fendi, fourth generation of the Fendi family, is Artistic Director of Jewellery. Today Fendi is synonymous with quality, tradition, experimentation and creativity.