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Concierge and Virtual Sales Specialist
4 months ago
Founded in 2011 by Daniela Karnuts, Safiyaa is a demi-couture brand that celebrates natural confidence and unwavering femininity with client focused technology innovation at its forefront. Safiyaa is dedicated to creating a unique, personal, and all-around enjoyable shopping experience for the dynamic modern woman. Sustainability and craftsmanship lie at the heart of Safiyaa. Bringing the collections to life in our ateliers, we strive to reflect the same values for the brand as we would expect in our own lives – consciously and responsibly. Impeccably crafted, from carefully sourced sustainable fabrics, one tailor - per garment - stitches each piece from start to finish in a safe and ethical working environment.
Reporting to the Concierge and Virtual Sales Manager , the Concierge and Virtual Sales Specialist plays a vital role in ensuring all clients receive excellent customer service, assisting with placements of orders, responding to exchange requests and any issues or queries.
Responsibilities:
- Act as a primary point of contact to all clients delivering excellent customer service via email, phone, WhatsApp or any other communication method during UK business hours and overseeing the same for other timezones.
- Establishing and managing the portfolio of VIP e-commerce clients; developing and nurturing relationships with loyal VIP Safiyaa clientele and re-engaging and introducing potential clients.
- Actively work with client databases to identify opportunities to develop existing ecommerce/WhatsApp customers to a higher spending level; grow WhatsApp sales through client outreaches, targeted events, partnering with stylists etc.
- Assist clients with placement of orders/exchanges/returns.
- Processing clients’ refunds, keeping accurate track of processed exchanges/refunds through Shopify and all relevant financial documents.
- Use all necessary tools and platforms to enhance client communication process, such as Trengo, Teamwork, Shopify, colour wheels etc. Continuously learning about new futures and updates.
- Working closely with the atelier and logistic teams regarding any requests or issues related to customer queries/order.
- Resolving any issues and helping with any client complaints in a timely and professional manner.
- Working alongside the private studio and e-commerce team to provide feedback that can improve e-commerce processes and client experience.
- Actively communicating and providing knowledge about Safiyaa products and collections.
- Delivering a high-quality virtual service that translates the Safiyaa private customer experience over to Zoom and WhatsApp.
- Helping with physical client appointments at the private studio when needed and supporting the private studio team in varied client events and activities such as sales events, trunk shows, wholesale appointments etc.
- Assisting with other business needs when necessary.
- Learning the 3D workflow and communicating it successfully to clients and providing ongoing feedback to the Innovations team.
- Continually suggesting areas of improvements across all touchpoints.
- Working with the entire D2C sales team (virtual and physical ) to provide sales data, feedback and results back to design and development.
Requirements:
- Previous retail experience, preferably in luxury fashion retail as a senior sales executive or personal shopping
- Excellent client development and communication skills, with focus on delivering exceptional client service to VIP clients.
- Excellent written and verbal communication skills
- Ability to initiate contact and communication effectively
- Motivated by being a great teammate with a common goal
- Able to work on own initiative and thrive under pressure
- Ability to prioritise the tasks and liaise with various team members to deliver the results within tight deadlines
- Helpful and empathic approach in dealing with all clients
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