Digital Client Service Advisor

About the role

The Digital Client Service Advisor joins Prada Group’s Client Services team to deliver premium, omni‑channel support to customers across the EMEA region. You will combine high‑quality assistance with a proactive sales mindset, ensuring each client receives personalized guidance and a seamless luxury experience.

Key responsibilities

• Provide client support via phone, email, live chat, and WhatsApp, using the CRM system to track interactions.
• Drive client retention, engagement and repeat purchases through tailored clienteling.
• Handle post‑sale inquiries such as delivery, returns, repairs and refunds.
• Resolve order‑related issues by coordinating with boutiques, concessions and corporate departments.
• Escalate complex incidents to the Client Service Team Leader and collaborate with Store Operations.
• Meet or exceed service and sales KPIs while acting as a brand ambassador in the virtual boutique.

Required profile

• Passion for building personalized client relationships and driving sales.
• Excellent verbal and written communication, active listening and a professional phone voice.
• Strong understanding of luxury products, services and company policies.
• Fluency in English and Italian.
• Adaptable, accountable and able to manage multiple tasks efficiently.

Required skills

• Proficiency with CRM software.
• Advanced computer skills and fast typing.

What we offer

• Opportunity to work with iconic luxury brands.
• Continuous training and development seminars.
• Dynamic, multicultural environment with colleagues from over 100 nationalities.