Customer Engagement Agent - Italy & Uk Market

We at PRONOVIAS GROUP, Global leader in the Bridal industry, are currently looking for a professional and talented Customer Engagement Agent to join our Customer Engagement Team in our  Barcelona HQ.

PRONOVIAS GROUP seeks for people who are passionate about Fashion; love to be part of a growing and challenging international environment; inspiring and empowering people and are not afraid to make the difference.

Headquartered in Barcelona and founded in 1964, Pronovias Group is the first global bridal group shaping the future of our industry for every bride.

Our team, with around 1.000 employees, is united by a shared passion and motivation to make each woman truly happy. Across every brand and every team, our fulfilment comes from knowing anyone we dress looks and feels beautiful and empowered on one of the most important days of her life.

We are a group of pioneering bridal brands, each known for the creativity of our innovation: Pronovias, Vera Wang Bride, St Patrick, White One, Nicole and Ladybird.

The Group’s bridal and eveningwear dresses are sold in more than 105 countries through a network of 100 stores and more than 4,000 points of sale.

We come together to be part of something bigger than ourselves. Combining our legacies to form a unique vision. Creating our industry’s first global bridal group. Using our expertise, creativity, and breadth to transform how the business of bridal is done today and shaping how it’s done in the future.

 About the role:

You will be a Pronovias Group Brand Ambassador, as part of the primary contact team for  brides around the world, by responding to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.

• • Answer Phone Calls, Emails and Social Media to address any customer concern with the highest level of response-  and attention.
  • Representing the organization as best in class.
  • Respond to queries related to products, services, processes and policies.
  • Assist customers with finding their dream dress or accessories.
  • Handle and resolve complaints in accord with established policies and procedures.
  • Respond to escalated issues in a courteous and professional manner. consistent with our customer service philosophy.
  • Report technical concerns to respective internal departments for resolution.
  • Offering suggestions and advice e.g. where the customers original choice in no longer available, or viable, make suggestions and recommendations in order to maximize revenue opportunities for both us and the customer.
  • Working as a team to assist the department in achieving its core KPIs.
  • Exceeding customer expectations no matter the type of enquiry.
  • Making each customer feel that nothing is too much trouble for us.
  • Maximising sales opportunities - store training, staff training, commercial propositions.
  • Liaise with retail stores to resolve customer concerns related to store experience.
  • Utilize multiple systems and platforms to research and determine best course of solution based on the customers’ needs.
  • Any additional duties that are necessary due to the evolving needs of the business.