Overview

Company Overview:

Moncler Group is a leading retail company dedicated to delivering exceptional products and services to our clients. With a commitment to innovation, quality, and client satisfaction, we have established ourselves as a trusted brand in the retail industry.

Position Overview:

The Client Service Professional plays a key role in delivering Moncler's luxury experience across all customer touchpoints, including D-commerce. This role manages high-priority cases, supports top clients, and collaborates with HQ to tailor service strategies for the Korean market. Acting as the voice of the customer, the role also drives omnichannel sales and resolves service issues with speed and professionalism.

Your Impact

Key Responsibilities:

• Manage directly high-priority and escalated cases as well as relationships with top customers
• Set priorities and workflows to meet agreed levels of service and customer satisfaction
• Work closely with the HQ to further design and develop the service for the Korean market
• Provide assistance to our clients by replying to product, after-sales, Corporate, D-commerce inquiries through emails, phone calls, instant messaging and live chat in a timely and professional manner, demonstrating luxury through service
• Understand Moncler clients' needs, experiences, and interests in order to improve the client experience offer, working both at a regional and HQ level with internal project stakeholders
• Serve as 'Voice of the Customer' across the company and ensure processes, communication, tools are constantly reviewed to meet customers' expectations
• Engage in D-commerce sales with ability of cross/upselling through Omnichannel services
• Handle D-commerce-related client support issue like missing items in packages, delayed shipments
• Monitor orders using system reports and communicate progress

Qualifications

Qualifications:

• Minimum 5 years of experience in a sales or service-oriented role (Customer Service, Store Assistant) in the luxury industry
• Proficiency in both written and spoken English
• Familiarity with customer service ticketing systems and CRM systems, and MS office tools
• Previous international experiences both in professional and non-professional contexts are considered a plus