Customer Care Associate

Responsibilities

• Deliver Personalized Client Experiences: engage with clients across digital channels (chat, phone, email) to provide warm, professional, and personalized service
• Build Lasting Relationships: develop strong long-term 1:1 relationship with clients by understanding their preferences, history, and motivation - fostering trust and loyalty
• Represent the company's values and tone in every interaction, ensuring clients feel connected, appreciated, and inspired
• Provide expert guidance: offer tailored product or service recommendations based on client profile, purchase history, and lifestyle
• Create meaningful engagement opportunities that extend beyond digital touchpoints - inviting clients to in-person experiences, special events, or community initiatives when applicable
• Collaborate cross-functionally: partner with CRM, Marketing, Stores and Ops teams to ensure seamless Omnichannel client experience
• Problem Resolution: Handle client inquiries and concerns with empathy, efficiency, and proactive communication to ensure swift resolution and satisfaction
• Support on Repairs and Returns management and training for the stores
• Support on Marketplace ops when necessary
• Collaborate with Customer Care team in Italy on cases and procedures
• Assists in special projects when necessary
• Ability to produce weekly reporting and ad-hoc reporting, case overview, and trends in Excel

Requirements

• Bachelor's degree required
• 2-4+ years of experience in customer service, client relations, or a luxury/retail advisory role (virtual experience a plus)
• Fluency in English, both written and oral, Italian and/or Spanish is a strong plus
• Exceptional communication and interpersonal skills - empathic, polished, and engaging
• A passion for people, storytelling, and creating meaningful connections
• Proven ability to build rapport and long-term relationships with diverse clients
• Strong organizational skills and attention to detail, with the ability to manage multiple client relationships simultaneously
• Comfortable with digital communication and live tools (Whatsapp, live-chat, emails, phone calls)
• Literate in the usage of the Microsoft Suite, familiar with Outlook and Excel a must
• Experience with Salesforce a plus
• Adaptable, resourceful, and motivated by delivering excellence in every interaction
• Ability to communicate and organize effectively
• Ability to prioritize daily work and special projects
• Must be able to work a flexible schedule including evenings and weekends as necessary
• Must be able to work independently and take initiative
• EEOC

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