Gucci – Customer Care Specialist

Gucci
Customer Care Specialist
Role Mission
Through your passion for the brand and products, you will provide a luxury experience for Gucci’s customers.

Key Accountabilities
The Customer Care Specialist is the human voice of Gucci’s customer experience, connecting across the business to fulfil every customer need.
Deliver a luxury omni-channel service to final customers (inbound and outbound):
– Management of complex customer cases and complaints involving multiple internal departments and playing a key role in the achievement of the service level targets;
– Complete management of all After Sales customer cases (online, offline, wholesale) in accordance with Gucci’s approved policies and procedures;
– Complete management (enter, update, cancellation, look up, return, exchange) of any ecommerce orders supporting customers in any step of the journey. Shipping information and modification;
– Provide precise and accurate information regarding products of all categories and collections with the final aim of converting calls/e-mails/chats into final sales on the online or offline channels (including cross selling);
– Cultivate relationships and offer special, dedicated and curated service to “Very Important Gucci” customers;
– Demonstrate passion for Gucci brand, specialise, if requested, in one specific subject (e.g. product, social responsibility, brand storytelling etc.) and act as the expert.
Manage end-to-end customer enquiries & cases via phone, e-mail; these enquiries will vary across store calls, online orders, general and products information
Tight interaction with stores and regional hubs for what concerns the calls taken on their behalf (e.g. feedback in case the call is diverted back to the store with no answer)
Reporting & Analysis; additional duties directed by the management team

Job requirements
Excellent verbal and written english and italian language communication skills are essential
University degree in Psychology, Communication, Foreign Languages, Fashion, or related field (High school diploma accepted in case of a talented person)
Minimum 1-2 years of experience in a structured Call Centre/Customer Care environment
Experience in fashion and luxury retail business or front-line customer facing role
Excellent interpersonal, communication, written skills and genuine passion to entertain proficient relationships with customers worried, frustrated or disappointed
Excellent proactivity, analytical, fast problem solving and decision-making skills
Ability to manage customer relationship in a highly diversified, constantly/quickly changing environment and be able to work under pressure remaining calm
Must be organized, flexible and able to work independently taking ownership of assignments and seeking creative solutions
Primary Location Europe-Italy-Toscana-Florence
Start Date As soon as possible
Job Type Permanent
Schedule Full-time
Job Customer Service
Organization GUCCI
Job Number: 000FR2
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