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At Tiffany & Co., joy is central to everything we do, from crafting our exceptional pieces to inspiring clients to express and celebrate the many facets of love.
It’s a skill that we’ve been perfecting since 1837, one empowered by our daring vision and entrepreneurial spirit. Together, each generation of employees honor our past while dreaming of our future.
We are looking for thoughtful, curious, and optimistic talents, seeking to deliver excellence and to contribute to Tiffany & Co.’s continued legacy.
We’re seeking a Client Care Advisor who is dedicated to providing outstanding service and fostering meaningful relationships with our clients. In this role, you’ll connect with clients in an omni-channel way—Telephone, Digital and Retail—while delivering tailored, luxurious experiences that reflect our brand’s timeless values.
Client Advisors hold the critical position of embodying the Tiffany brand in each and every client interaction creating Moments of Joy; their own flair for making each client’s experience extraordinary. The Client Advisor is an excellent communicator and brand ambassador. Their passion for Tiffany is conveyed in every conversation and an entrepreneurial spirit is prevalent in the makeup of every Client Advisor. Developing client relationships, capturing client data, and driving key business initiatives to cultivate lifetime loyalty, repeat business and consistently achieve or exceed individual and dept. sales plans, is at the foremost of the Tiffany Client Advisor’s skill set.
The Tiffany & Co. Client Care Advisor will exhibit skills in the following competencies:
- Thoughtfulness: Shows careful consideration and attention in everything they do
- Curiosity: Demonstrates an eagerness to learn and understand
- Optimism: Approaches situations with hope and confidence
- Credibility: Demonstrates character, displays professionalism, models agility.
- Expertise & Judgment: Demonstrates expertise and business acumen, applies judgment, and takes calculated risks.
- Strategy & Innovation: Thinks strategically, inspires creativity, plans and organizes.
- Partnership: Collaborates productively, cultivates and manages talent, communicates with impact.
- Execution: Strives for excellence, delivers results, and measures outcomes.
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Responsibilities
Gain and Grow Market Share
- Identify buying signals and engage with clients to build credibility, connecting through storytelling and discovery
- Consistently achieve or exceed monthly, quarterly and annual Client Care Centre sales plan
- Collect client information to help determine the next steps in building long-term relationships and encouraging repeat business
- Take a strategic approach to quality outreach, securing sales while aligning with the company’s overall sales strategy.
- Identify and host VIP clients at the Tiffany & Co. events
- Utilise cross-selling, up-selling and promote add-on and personalisation opportunities to maximise the value from a client interaction
Service Excellence
- Build enduring and meaningful client relationships and inspire loyalty to our brand by creating a warm welcome and providing a personal service that ensures clients feel truly valued, which differentiates Tiffany & Co. from the competition.
- Approach our clients in line with our Brand attitudes – Thoughtfulness, Curiosity and Optimism
- Connect with our clients through curiosity and genuine interest to build long lasting relationships and ensure repeated purchase
- Create Moments of Joy for our clients to ensure outstanding Client Satisfaction scores
- Act as a trusted authority and honour commitments to reduce client effort in answer to clients’ enquiry or in resolution of their issue.
- As the client advocate, uphold integrity and accountability of internal departments and business processes to resolve client dissatisfaction and amplify confidence and loyalty. Be familiar with the client journey to ensure that the client receives the most relevant and accurate response.
- Demonstrate emotional intelligence, is resourceful and resilient when dealing with client complaints, with the appropriate level of concern for the resolution and the client’s experience.
Efficiency and Productivity
- Respond to client needs in a consistently efficient, accurate and timely manner.
- Display expertise in a multi-system, multi-tasking environment to manage calls, written correspondence and adhere to business processes and policies.
- Consistently meet departmental productivity KPIs
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Clienteling
- Cultivate and maintain relationships to create a portfolio of relevant clients.
- Leverage portfolio data to execute appropriate client outreach plans
- Acknowledge and celebrate milestone events to maximise opportunities that create lifetime memories for our clients and support opportunities for repeat purchase
Qualifications
Required
- Superior communication and interpersonal skills.
- Previous sales or service experience in a retail or contact centre environment.
- Proven track record in achieving sales results.
- Ability to work with a diverse client base.
- Familiarity with website technology, website navigation and terminology associated with e-commerce.
- Flexibility with work schedule; weekends as required.
- Must have authorization to work and remain in the UK
Preferred
- Professional fluency (written and verbal) in a second language relevant to the EMEA markets supported.
- Flexibility to work in various roles based on business needs (e.g. on the sales floor, operations, distribution etc.)
Your Profile
- Must currently hold right to work in the UK
- 2-3 years of prior experience in retail operations with comprehensive knowledge of merchandising, client service, administration
- Organized, detail-oriented and efficient, with a track record in retail operational excellence (stock, payment, security, maintenance, etc.), preferably in a luxury environment
- Service-oriented with knowledge of luxury etiquette
- Demonstrated ability in implementation of operational tools and novel processes
- Collaborative and supportive team player with strong interpersonal skills
- Solution-driven, proactive and agile in fulfilling ad-hoc operations requests
- Strong analytical skills with proficiency in Microsoft Word and Excel
- Flexibility to work non-traditional hours, including days, nights, weekends, and holidays
- Preferred: A college/university degree
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