Prada Senior Digital Client Service Advisor

About Prada

Prada is an emblem of Italian sophistication, intellectual design, and cultural modernity, with a heritage dating to 1913 in Milan. As an employer, the House offers professionals the opportunity to contribute to a globally admired luxury group where creativity, craftsmanship, and innovation are pursued with disciplined excellence. Prada values discerning talent across design, retail, operations, digital, and corporate functions, fostering an environment shaped by curiosity, precision, and respect for heritage. Employees are invited to participate in a dynamic international culture that balances artistic vision with commercial rigor, while advancing the brand’s enduring influence in fashion, leather goods, and contemporary luxury.

Role & Responsibilities

• Support customers from various APAC countries through multiple channels, including telephone, live chat, social networks and email.
• Execute client outreach initiatives and drive sales through effective clienteling.
• Understand customers’ needs and resolve service- and product-related issues.
• Assist customers with e-commerce purchases and provide after-sales support.
• Liaise with internal teams to resolve customer issues efficiently.
• Carry out additional duties as directed by the management team.
• Maintain e-commerce operations by reviewing order and payment platforms.
• Manage daily order-review queues, meeting service levels and processing orders within expected timeframes.
• Review orders for fraudulent activity and identify fraud patterns.
• Partner with Finance to manage chargebacks and provide supporting information.
• Report weekly and monthly order-review statistics to senior management and colleagues.
• Use advanced SAP knowledge and experience in order management, data integrity, parameter maintenance and performance reporting to identify system and process enhancements.
• Lead the development and implementation of standardized operational processes and policies.
• Manage fraud and chargebacks.
• Manage carrier claims and follow up on them.
• Manage ad hoc cases, including third-party issues.
• Partner with boutique store operations to ensure a consistent client experience in-store and online.
• Monitor issues and raise tickets with local IT as applicable.
• Manage escalations from Client Advisors.

Qualifications

• Three years of experience in customer service, or a fashion-related qualification or experience.
• Proven selling and clienteling skills.
• Fluent spoken and written English, Mandarin and Cantonese.
• Availability to work shifts, weekends and public holidays.
• Strong multitasking and computer skills, with experience dealing with customers.
• Ability to work collaboratively.
• Excellent analytical and problem-solving skills.

Skills

Experience

Three years in customer service, or fashion-related qualification or experience.

Education

A fashion-related qualification or experience.

Culture

Prada fosters a intellectually curious and forward-thinking workplace where heritage craftsmanship, contemporary design, and cultural dialogue intersect. As an employer, it encourages disciplined creativity, cross-functional collaboration, and a refined attention to detail, offering teams the opportunity to contribute to one of luxury fashion’s most influential maisons.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.