job specification

Digital Client Assistant - Brazil

B V L G A R I Corporation of America is looking for a Digital Client Assistant to support our E-Commerce Team . This role is responsible for acting as a Brand Ambassador and delivering an exciting, MAGNIFICENT and memorable experience for our customers through the digital landscape.

The Digital Client Assistant for Brazil acts as a Brand Ambassador for BVLGARI's E-Commerce Team, focusing on delivering exceptional customer support and driving sales. This role manages the entire E-Commerce customer journey, handling inquiries across various digital channels, resolving operational issues, and optimizing portfolio data to meet sales targets. A vital aspect of this role is providing customer support, ensuring a seamless and memorable client experience while adhering to compliance and inventory management.

Key Accountabilities

Sales

• Responsible for meeting monthly sales targets.
• Responsible to seize an opportunity to suggest/upsell the maison’s creations with a tenacity for translating conversations into sales.
• Responsible for elevating digital client experience through channels such as Whatsapp, email, chat, phone.
• Gather, input and track sales data in reports to communicate daily sales to head office.
• Work alongside Omni-Channel Fulfillment Specialist to ensure orders placed via Customer Service are confirmed, invoiced, shipped and delivered.

Client Service

• Directly responsible for the entire E-Commerce customer journey in Brazil / Brazil.
• Provide excellent customer service via various contact channels (Phone-Email-WhatApp-Social Media, Phone).
• Follow up with clients to check that they’re still satisfied with any purchases (Direct E-Commerce & Digital Client orders).
• Determine the quickest, most effective ways to answer a client’s question/request to ensure we maintain excellent service level, this entails: Payment help, 3DS support ,returns , rice or size info and general payment links. This type of interaction is part of the Client Services team's routine and falls within your scope of responsibilities. It should be classified in Salesforce as “DRIVE TO ECOMMERCE.” .
• Directly responsible to meet monthly KPI target of client acquisitions via the various contact channels.
• Implement central and head office CRM strategies (O2O, DEM’S, and personalized messaging to existing clientele.
• Optimize portfolio on a weekly basis and ensure that all data is complete and consistent in Salesforce Lightning Cloud.
• Monitor inventory flows to ensure E-Commerce stock is 100%.
• Monitor stock and order Fragrance, E-Commerce packaging, and any other element of the Omni department.

Other/Operations

• Responsible for verifying and closing the daily sales log manager for personal sales and direct ecommerce sales.
• Responsible for daily stock verification and ensuring the inventory stock is correct in system.
• Responsible for resolving issues related to logistics, systems, and any other operational suppliers.
• Pick, packing and fulfillment processing when necessary.
• Cover for Omni-Channel Fulfillment Specialist and Advisor during vacation.
• The hours of operations are considered to be from 10h-18h local time, this may vary according to business needs.
• The Omnichannel Team is to be based out of Cidade Jardim store.

*This job description is not inclusive of all responsibilities and duties, and can be changed by Management discretion at any time.

Skills

• Minimum 3 years of retail, customer service, or hospitality background required .
• Comfortable with Digital Tools : Confident using technology and digital communication tools (e.g., WhatsApp, email, chat, CRM) and able to quickly learn and adapt to new systems and processes.
• Drive sales and conversion by qualifying leads, handling objections, recommending relevant cross-sell/upsell opportunities (where appropriate), and confirming clear next steps.
• Ensure compliance and risk controls in line with industry requirements, including data privacy, consent management, accurate record-keeping, and adherence to regulated communication standards; complete address verification prior to shipment.
• Maintain composure and professionalism during escalations, demonstrating resilience and effective de-escalation with frustrated clients.
• Own issue resolution end-to-end, diagnosing problems, leveraging internal resources, and coordinating with relevant teams to deliver timely, accurate outcomes.
• Adapt quickly to change, including adopting new tools, product updates, and evolving processes and policies.
• Communicate clearly and appropriately by channel (chat, email, video/phone), maintaining a professional tone and minimizing ambiguity.
• Conversational English is required ; additional languages are a plus.