B2C Customer Service Associate

Overview

B2C Customer Service Associate - Italian Speaking

Bulgari is a prestigious luxury brand in jewelry, watches, perfumes and accessories. We design, produce, distribute and sell through a network of stores and select distributors worldwide. Bulgari belongs to the LVMH Group, a global leader in the luxury sector.

Quality and excellence define our culture, aiming for full customer satisfaction and a perfect balance between top-quality products and impeccable services worldwide.

We employ over 170 people in Dublin within our Worldwide Logistics and Supply Chain Centre. We are looking for a Customer Service Representative B2C – Italian Speaking.

What can you expect from your role?

• Sales – 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 root cause and bringing to final resolution.
• Follow department KPI's as set by management.
• Identify and escalate issues appropriately.
• Provide daily feedback 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 and may include other days depending on business needs.

Key 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.
• Deal with and answer customers' queries.
• Account management.
• Administration and maintenance of relevant account records.
• Daily report on current retailers based on call schedule and weekly progress against targets.

Who are you?
Profile

• Passionate about Customer Experience.
• Proven success in a fast-paced, constantly evolving sales and support environment.
• Strong communications skills, including exceptional writing and editing capabilities.
• Continuous-improvement mindset.
• Patient and empathetic.
• Strong organisational skills and ability to work toward department targets: Sales, SLA's and KPI's.
• Ability to work under pressure and adapt quickly to adverse situations.
• Collaborative and team-oriented.
• 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, call center, contact center or IT Support, etc.
• Fluent in English & Italian (Spanish is a distinct advantage).

We are looking for passionate people who can work as a team. Communication and collaboration are at the heart of our company.

What about us?

• Our motto is "People Make the Difference".
• Be Creative and Innovative: your ideas are welcome.
• Deliver Excellence: we strive to deliver the best luxury experience.
• Cultivate an Entrepreneurial Spirit: a supportive environment to set you up for success.
• We embrace Diversity & Inclusion and commit to treating all people with respect, dignity and understanding.
• We follow Security, Health, Safety and Environmental procedures with ISO 45001 certification.
• Our culture focuses on transparency, empowerment, continuous learning, and growth.

We are proud to be an equal opportunity workplace dedicated to promoting diversity.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service and Sales

Industries

• Retail Luxury Goods and Jewelry
• Wholesale Luxury Goods and Jewelry
• Retail

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