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Client Service Expert
2 months ago
We are seeking a highly skilled After Sales Specialist to join our team at Christian Dior S.A. in Abu Dhabi. As a key member of our Client Service team, you will be responsible for ensuring that our clients receive the highest level of service and support.
Key Responsibilities- Manage After-Sales Cases: You will be responsible for managing all operational aspects of customer after-sales cases, including returns, repairs, and personalization.
- Diagnosis and Resolution: You will diagnose the need for interventions, analyze defects, and confirm diagnoses in collaboration with our Quality Department.
- Client Support: You will provide support to clients on after-sales cases managed by our Client Services Center, ensuring that all requests are replied to within 24 hours.
- Process Improvement: You will lead collaborative problem-solving efforts to improve the quality of our Client Service and identify opportunities for process improvement.
- Compensation and Resolution: You will be responsible for providing resolution regarding specific compensation for clients on a case-by-case basis.
- Team Collaboration: You will participate in daily and weekly team briefings, sharing information about after-sales cases and collaborating with the After Sales team to improve processes.
- SOP Updates and Training: You will work with the After Sales team and our Training Manager to update and create SOP user guides.
- Operational Support: You will work closely with our Operations team to troubleshoot and resolve potential issues.
- Feedback and Reporting: You will provide feedback to boutique management to be included in reports.
- Process Optimization: You will detect early signals and report anomalies to the after-sales team to improve sales and after-sales processes and contribute to process and tool improvements.
- Education and Experience: You will have a Bachelor's degree in Supply Chain and/or Logistics, with a minimum of 3 years of previous experience in a luxury environment, such as client service, boutiques, hotels, or concierge.
- Languages: You will be fluent in English and Arabic, with outstanding communication skills, both written and verbal (C2). Additional languages are a bonus.
- Hard Skills: You will have knowledge of relational databases (SalesForce, Cybersource, Riskified), analytical tools and languages, and proficient Microsoft Office skills, including advanced Excel skills.
- Soft Skills: You will have outstanding communication skills, a clear demonstration of a client-first mindset, high motivation, energy, and inspiration as a team player, and a passion for Christian Dior and our collections.
