Client Service Advisor - German Speaker - Peak Season (Oct 25 - Jan 26)

JOB SUMMARY

For the peak season (mid-October 2025 to the end of January 2026), we are looking for Client Advisors to be hired on a temporary contract. A member of the Client Services team supporting client contacts (call, chat, email) and servicing omni-channel client interactions for the Prada EMEA’s region, managing also the cross-functional interactions with stores located in EMEA and corporate departments ensuring a personalized client experience.

RESPONSIBILITIES

• Embrace a culture that puts the client experience first and foremost
• Execute strategies that drive client retention and engagement
• 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
• Seize opportunities to sell, cross-sell or upsell products when they arise
• Assist clients with all post sale inquires 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 request
• Frequently attend educational seminars to improve knowledge and performance level
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent Client Service
• Be the voice of our Groups Client Service team, by providing a high level of luxury service

REQUIREMENTS

• 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
• 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 and decision-making skills
• Adaptability and accountability
• Fluency in English, Italian and German is mandatory

5/7 including Saturdays and Sundays on a rotating basis. Shifts: 09:00–18:00 or 11:00–20:00

Temporary contract