After Sales Coordinator

1 week ago


Dubai, Dubai, United Arab Emirates Hermès Full time

SCOPE OF THE JOB:

RESPONSIBILITIESCustomer Service:
Greet our valuable clients with a smile, eye contact and acknowledge the client's visit during their store visit.

Ensure clients feel comfortable by initiating a conversation that allows him/her to express the reasons for his/her visit to the store.

Redirect clients to the relevant department when needed (i.e. After Sales, exchanges, and returns).Communicate with the sales team to ensure a smooth and elegant handover of the customer to the nearest Client Advisor/Cashier available. Wish clients a warm farewell and acknowledging their visit.

After-Sales:
Responsible for the SAV day to day activities. Responsible for the documentation and for the information flow from and to the SAV department.

Maintain a good working relationship with external and internal repairers:
craftsman/ watchmaker/ cobbler and alterations workroom/ support sales team.

Ensure all H-care files are completed and submitted in a timely manner and clients are informed about the lead time.

Resolve common client issues regarding after sales and ensure that a positive outcome is reached whenever possible. Monitor all on-going H-care files and inform/ advise clients of any delays/ issues.

Ensure all incoming deliveries of repairs are dealt with immediately, and clients are informed of the status of their repaired goods.

Notify clients when the product is ready.

Work closely with the stock team to ensure that all defective stock is sent to Paris for either credit or repair.

Coordinate with the logistics departments to ensure that the documents of the SAV parcels are well prepared.

Liaise with stock team and cash desks (Credit Notes and Supplier Returns).Prioritize workload and ensure that most urgent/ important cases are handled promptly.

Manage the SAV petty cash bills or expenses. Follow up with calls and messages. Maintain and organize the SAV rooms (receiving and collection).

Teamwork:
Interactive and positive participation during morning briefings and optimize teamwork.
Demonstrate respect and consideration to our colleagues maintaining a solid and dynamic team. Inspire the team by sharing positive ideas and experiences.

Build effective relationships using appropriate verbal and non-verbal communication with all internal clients (Sales team, F&B team, Support Services, Management etc.).

EXPERIENCEStrong reporting skills with attention to details.
Work independently with strong follow up skills.
Innovative problem-solver Analytical thinker. Professionalism in services provided to clients. Positive attitude and team work.
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