Digital Client Service Advisor

About the role

Join the Prada Group’s Client Services team as a Digital Client Service Advisor, supporting luxury customers across the EMEA region through phone, chat, email and WhatsApp. You will combine high‑quality assistance with a proactive sales mindset to deliver a seamless, personalized experience that drives loyalty and growth.

Key responsibilities

• Provide omni‑channel client support (phone, email, live chat, WhatsApp) while using the CRM system to track interactions.
• Execute strategies that increase client retention, engagement and repeat purchases.
• Act as a brand ambassador, meeting sales targets and promoting products during virtual consultations.
• Handle post‑sale inquiries such as delivery, returns, repairs and refunds, coordinating with boutiques and corporate departments.
• Escalate complex issues to the Client Service Team Leader and collaborate with Store Operations for merchandising requests.
• Participate in training sessions to improve product knowledge and sales techniques.
• Maintain and exceed service and sales KPIs while delivering luxury‑level service.

Required profile

• Passion for building personalized relationships with high‑end clients.
• Excellent verbal and written communication skills with a professional phone voice.
• Strong understanding of luxury products, services and company policies.
• Fluency in English and Italian.
• Ability to manage time, make decisions quickly and multitask in a fast‑paced environment.
• Adaptability, accountability and a customer‑first mindset.

Required skills

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

What we offer

• Opportunity to work for a world‑leading luxury brand.
• Continuous training and professional development.
• Dynamic, multicultural team environment.