Product Care Specialist

Job Description

SummaryMission
Ensure proactive management and implementation of in store Product Care activities, playing a bridging role between the store, local suppliers, and HQ. The person will be in charge of managing all the Product Care process at store level, including customers claims, tools management and system. His/her role will also concern the involvement of other staff members in PC activities.
Key Responsibilities
. Examine customer issues and define the good practices to ensure full consistency in the service provided
. Daily management of ticketing process and customers claims and follow-up.
. Application of the After Sales procedure at store level.
. Keep control on lead time of tickets resolution to meet customers expectations and ensure timely response to their inquiries.
. Process Returns and Exchanges
. Ensure regular communication with the stock team to ensure the correct management of defective exchanges
. Develop and train all team members on aftersales
. Participate in necessary supply stocking/restocking
. Handle clients via phone providing excellent customer service
. Guarantee proper floor coverage to handle directly customers quality enquiries
. Interact on the floor with customers in order to facilitate easy solutions of claims
. Work cross functionally with Product Care Front Office and inventory/store back office for stock ticket management.
. Work with Product Care Front Office to provide information product quality issues.
. Direct contact with Product Care Front Office team to manage all kind of customer complaints related to repairs impact on customer experience.
. Contact with Client Service in case of Customer's legal escalation.
Requirements
. Excellent knowledge of Gucci products and collections.
. Customer centric approach in understanding clients needs and ensuring a high level of satisfaction.
. Ability to handle multiple demands and manage different priorities with a problem-solving attitude.
. Excellent interpersonal skills in delivering effective training.
. Fluency in English.
Job Description
Mission
Ensure proactive management and implementation of in store Product Care activities, playing a bridging role between the store, local suppliers, and HQ. The person will be in charge of managing all the Product Care process at store level, including customers claims, tools management and system. His/her role will also concern the involvement of other staff members in PC activities.
Key Responsibilities

• Examine customer issues and define the good practices to ensure full consistency in the service provided
• Daily management of ticketing process and customers claims and follow-up.
• Application of the After Sales procedure at store level.
• Keep control on lead time of tickets resolution to meet customers expectations and ensure timely response to their inquiries.
• Process Returns and Exchanges

• Ensure regular communication with the stock team to ensure the correct management of defective exchanges

• Develop and train all team members on aftersales

• Participate in necessary supply stocking/restocking

• Handle clients via phone providing excellent customer service

• Guarantee proper floor coverage to handle directly customers quality enquiries

• Interact on the floor with customers in order to facilitate easy solutions of claims

• Work cross functionally with Product Care Front Office and inventory/store back office for stock ticket management.

• Work with Product Care Front Office to provide information product quality issues.

• Direct contact with Product Care Front Office team to manage all kind of customer complaints related to repairs impact on customer experience.

• Contact with Client Service in case of Customer's legal escalation.

Requirements

• Excellent knowledge of Gucci products and collections.

• Customer centric approach in understanding clients needs and ensuring a high level of satisfaction.

• Ability to handle multiple demands and manage different priorities with a problem-solving attitude.

• Excellent interpersonal skills in delivering effective training.

• Fluency in English.

Job TypeRegular
Start Date2022-03-25
ScheduleFull time
OrganizationLuxury Goods Gulf LLC

Job Details

Employment Types:

Full time

Industry:

Other

Function:

Customer Service / Call Centre / BPO

Roles:

Customer Service Executive (Voice)

Skills:

Product Care Specialist

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