Digital Client Service Advisor
Pubblicato il 31-07-2026 - Editoria e industria tipografica in Roma
Job Purpose
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A member of the Client Services team supporting client contacts through calls, chat, and email, while managing omni-channel client interactions across the EMEA region. The role combines high-quality client assistance with a strong sales approach, ensuring personalized support, product guidance, and proactive sales opportunities. The position also involves coordinating cross-functional interactions with EMEA stores and corporate departments to deliver a seamless and elevated client experience focused on client satisfaction, loyalty, and business growth.
Responsibilities
Embrace a culture that puts the client experience first and foremost
Execute strategies that drive client retention, engagement and repeat purchases
Maximizing use of the client relationship management system while providing client support through phone, email, live chat and WhatsApp
Adopt an authentic approach to clienteling and build long term relationships with clients by personalizing the client experience at every touchpoint
Responding efficiently and accurately to clients, explaining possible solutions, and ensuring that clients feel supported and valued
Focus on sales targets acting as a true Brand Ambassador within our virtual boutique
Assist clients with all post‑sale inquiries including delivery, returns, repairs, and refunds
Work to quickly resolve all issues affecting clients’ orders and in a professional manner by communicating with boutiques and concessions
Engaging in active listening with callers,
confirming or clarifying information and diffusing angry clients, as needed
Partner with Client Service Team Leader to escalate incidents as appropriate
Partner with Store Operations in supporting the management of client queries, including complaints, requests for post‑sale assistance, availability and other merchandising requests
Attend educational seminars to improve knowledge, performance and sales strategies
Understand and strive to meet or exceed both service and sales KPIs while providing excellent consistent Client Service
Be the voice of our Group’s Client Service team, by providing a high level of luxury service
Knowledge & Skills
Passion to connect with clients and cultivate personalized relationships to drive sales
Exceptional Client Service, active listening, and verbal and written communication skills, professional phone voice
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Understanding of company products, services, and policies
Proficiency with computers, especially with CRM software, and strong typing skills
Ability to ask inquisitive questions and diffuse tense situations
Strong time management, decision‑making and multitasking skills
Adaptability and accountability
Fluency in English and Italian is mandatory
Fluency in French or Spanish or German or Turkish or Arabic is required in both written and oral form
Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.
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