*Perm- Urgent*Aftersales Specialist
3 weeks ago
- For all Aftersales activities
- Understand the full spectrum of aftersales processes and seek continuous improvements.
- Evaluate repairs and re-direct to the appropriate repairers when needed.
- Communicate with relevant departments to resolve issues, expedite, and monitor repairs.
- Analyze and evaluate the demand of aftersales services, to identify and implement timely solutions.
- Communicate the typology of quality alerts/defects and the next course of actions.
- Ensure that all aftersales tools are ordered by the team for the repairs.
- Ensure that the monthly KPIs are met.
- Participate in all Paris monthly or quarterly aftersales trainings and updates on community sharing.
- Support all local Aftersales training and briefings with the team.
- Design and develop aftersales internal processes and procedures.
- Tabulate timely reports to drive actions and improve repair lead time.
- Support internal and external events e.g., Leather demonstration events in stores, Discover the Workshop.
- Collaborate closely with the craftsmen, logistic teams, and all other partners when need be.
- Organize regular morning briefs with your team and provide regular feedback to the Store teams.
- Be responsible for the yearly appraisals of your team members: monitor the development of all expected hard and soft skills, set the objectives for the following year, anticipate career path possibilities.
- Support the Retail Ops Director in the key recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews when necessary.
- Management and follow up of all Customer Service
- Oversee client repairs and ensure that the service is favorable.
- In cases of complications, to decide with the team how best to tackle these situations.
- In cases of escalation, to inform the Management in a timely manner so that other considerations and remedy can be taken.
- Continuous Improvement on Customer Service resolution and escalations
- To develop the right responses for all customer service enquiries.
- To consider the service recovery protocol for the different scenarios.
- To improve on all customer service issues and recommending the resolution.
Requirements:
- At least 5 years of relevant experience in high-end fashion, luxury industry, management experience in administrative / operations position, preferably in Retail environment
Joy Yeow Zhi Qian
(CEI Registration No:R2096261)
Recruit Express Pte Ltd (EA Licence No: 99C4599)
Tell employers what skills you have
Product Knowledge
Excellent Communication Skills
Sales
Leadership
Joy
Aftersales
Archiving
Visual Merchandising
Housekeeping
Alterations
Customer Contact
Supervisory Skills
Merchandising
Closings
Customer Satisfaction
Customer Service
Customer Services
People Management
Training Staff
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