Summary
The Luxury brand ambassador position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through other social channels depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services.
Description
Essential Functions/Core Responsibilities
As a Luxury brand ambassador, you will:
- Handle inbound and outbound requests via multiple channel (phone, e-mail, mail, live chat, social channels, WhatsApp...)
- Curate unforgettable, personalized experiences for high‑net‑worth clients
- Maintain broad knowledge of client products and/or services
- Exceed sales and CRM targets while fostering long‑term client relationships
- Leverage your deep product knowledge—materials, craftsmanship, heritage—to advise and inspire
- Maintain utmost discretion and professionalism in every interaction
- Collaborate seamlessly with the team to uphold brand standards across all touchpoints
- Support on ecommerce related enquiries for all sites in the region
- Respond to after-sales related questions(basics only) o
- Transfer calls/e-mails to the appropriate department as needed and follow-up to closure
- Have the brand culture and knowledge to respond with service excellence to all types of questions
- Have the knowledge of scripts/templates/processes and tools to get the right information to best respond to the clients' requests
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
Candidate Profile
- 3–5 years of experience in luxury retail, upscale hospitality, or high-end customer service
- Fluent in English; (B2 , C1 level + ) Arabic (and other languages) are strong assets
- University degree - background in the timepiece and jewelry industry, and/or in luxury items would be an added advantage
- Proficient with CRM or POS systems—able to track and enhance customer engagement
- Exceptional interpersonal skills, emotional intelligence, and passion for luxury
- Highly presentable, with a keen eye for detail and professional composure
- Tolerance for repetitive work in a fast-paced, high production work environment
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Able to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
*Job requirements may vary by country and will not contravene any local laws
Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
Supplemental Geographical Information
RECRUITER ENTER THE APPLICABLE LANGUAGE:
UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION
PHILIPPINES
• Minimum of two years of college education with at least six to twelve months of call center
• Ability to think clearly and can explain difficult issues effectively, both above average written and verbally
• Demonstrate product expertise
• Basic computer navigation skills and computer knowledge
• Ability to train others
INDIA
• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
