Client Service Advisor (m/f/d)

Position

Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 120 years, we’ve dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design.

At RIMOWA we believe that great ambitions demand resilient companions. It’s why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime.

As RIMOWA Client Service Advisor (m/f/d), you will be the primary point of contact for our clients, providing exceptional service through our various communication channels. You will embody the values and elevated posture of RIMOWA, ensuring that every client interaction is handled with the utmost care, professionalism, and attention to detail.

Job Responsibilities

Client Interaction

• Deliver exceptional inbound customer 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 and demonstrating the highest level of professionalism in all interactions.
• Keep in mind the constant objective of satisfying clients, to build and maintain strong relationships with them by understanding their preferences, anticipating their needs and offering personalized recommendations.
• Take ownership of client requests and ensure their resolution through the designed processes while being able to adapt and be flexible to unexpected situations, including knowing how to think outside of processes and give a personalized answer to ensure client satisfaction.
• Continuously strive to meet and exceed individual and team performance targets and KPIs related to customer satisfaction and service quality, clients’ retention 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 customer experience.
• Escalates problems that are beyond your scope for resolution and passing contextual information in a clear and concise way.
• Collect personal data and opt-in to improve customer knowledge and help strengthen CRM campaign reach and performance.

Operational Excellence

• Responsible for ensuring 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.

Profile

• Minimum of 2-3 years of experience in a Client Care or Customer Service role
• Strong sales and product storytelling skills associated with attitude and tone of voice in line with luxury industry and RIMOWA values
• Customer 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 German-speaking and 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)
• Excellent communication skills in English & German, both verbal and written, additional languages are an advantage

Additional Information

What you can expect from us:

• 30 days paid vacation per year
• Flexible working hours
• RIMOWA Essential Cabin suitcase as a gift after the probationary period
• Corporate benefits and 30% discount on the RIMOWA assortment
• Company pension scheme with a high employer contribution or other capital-forming benefits
• Great canteen with freshly cooked and affordable food
• Urban Sports Club membership, public transportation ticket & job bike (partly subsidized)
• International environment and development opportunities within LVMH

Celebrating our inclusive and diverse culture is core to RIMOWA’s DNA. We know that for our business to thrive, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow.