Digital Client Service Advisor – Peak Season (Oct 25 – Jan 26)
Location: Milan, Lombardy, Italy – supporting the Prada EMEA region.
Duration: mid‑October 2025 to end‑January 2026 on a temporary contract.
Schedule: 5 days a week (including Saturdays and Sundays on a rotating basis). Shift options: 09:00–18:00 or 11:00–20:00.
Responsibilities

Embrace a culture that puts the client experience first.
Execute strategies that drive client retention and engagement.
Maximise use of the client relationship management system while supporting clients through phone, email, live chat and WhatsApp.
Build long‑term relationships with clients by personalising the client experience at every touchpoint.
Respond efficiently and accurately to clients, explaining possible solutions and ensuring clients feel supported and valued.
Seize opportunities to sell, cross‑sell or upsell products when they arise.
Assist clients with all post‑sale inquiries including delivery, returns, repairs and refunds.
Resolve all issues affecting clients’ orders quickly and professionally, communicating with boutiques and concessions.
Listen actively, confirm or clarify information and diffuse angry clients as needed.
Escalate incidents to the Client Service Team Leader as appropriate.
Collaborate with Store Operations to manage client queries – complaints, post‑sale assistance requests, availability and merchandising requests.
Attend educational seminars regularly to improve knowledge and performance.
Meet or exceed call centre metrics while providing excellent, consistent client service.
Represent the Group’s Client Service team by delivering a high level of luxury service.

Requirements

Passion for connecting with clients and cultivating personalised relationships that drive sales.
Exceptional client service, active listening, and verbal and written communication skills, with a professional phone voice.
Understanding of Prada products, services and policies.
Proficiency with computers, especially 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 and Italian is mandatory; fluency in French, German or Spanish is required.

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