Market Coverage: Australia, Malaysia, Singapore and Thailand

Roles and Responsibilities

Client interaction

• Deliver exceptional inbound and outbound client service via phone, email, and digital channels, advising and assisting clients across the European markets.

• Be an ambassador of the Maison by embodying RIMOWA values in all interactions.

• Keep in mind the constant objective of satisfying each client, to build and maintain strong relationships with them by understanding their preferences, anticipating their need and offering personalized recommendations.

• Take ownership of client requests and ensure their resolution with efficiency, reducing efforts for the clients, anticipating next steps, following the designed processes while being able to adapt and be flexible to unexpected situations, including knowing how to think outside of processes.

• Continuously strive to meet and exceed individual and team performance with a sales-driven mindset.

Team Collaboration

• Collaborate closely with other departments to not only solve requests efficiently but also ensure client retention and enhance the overall client experience.

• Collect personal data and opt-in to improve client knowledge and help strengthen CRM campaign reach and performance.

Operational Excellence

• Ensure that accurate information and follow-up are input into the system and other relevant databases, initiating updates as appropriate to maintain the integrity and accuracy of our records.

• Maintain an in-depth understanding of our products to offer expert advice and recommendations to clients.

• Identify and suggest improvements to existing processes, tools and knowledge content to enhance operations efficiency.

Work Requirement:

· Excellent communication skills in English, both verbal and writing. Further language as an advantage.

· Strong sales and product storytelling skills associated with attitude and tone of voice in line with luxury industry and RIMOWA values.

· Client First mind-set and strong interpersonal skills with the ability to engage effectively with clients, to meet and exceed their expectations, to handle complaints and difficult situations professionally.

· Punctuality and time-management skills by respecting and adhering to assigned schedules, ensuring reliability and efficiency.

· Flexibility to work shifts, including evenings, weekends, and holidays, to accommodate client needs across different English-speaking markets.

· A highly motivated, energetic, and inspirational team player.

· Able to work on multiple tasks and deliver results to agreed schedules.

· Proficiency in Microsoft Office suite and CRM software (experience with Salesforce is advantageous).