As the ambassador of Client Care and After-Sales in the Lisboa Store, your responsibilities are to leverage your expertise while partnering with the Store team.
-Assess if products are defective or repairable and answer technical questions relative to defects and repairs
-Provide clients with repair options and all necessary information (cost, turnaround time...)
-Perform in store repairs for leather goods and accessories
-Develop and maintain relationships with local repair and alterations centers
-Send watches, jewelry, and shoes to authorized repair locations
-Follow-up with client repairs on a weekly basis
-Partner with logistics manager and ship defective products to appropriate warehouse
-Answer technical questions relative to repairs, defective but also products
-Order spare parts for repairs and client orders
PERSONALIZATION AND OPERATIONS
-Responsible for gathering, organizing, ordering and facilitating the special orders business; including, Made To Order and Mon Monogram, from the time of the order until the time of delivery and provide regular status updates to clients
-Liaison between the corporate special orders department and the store
-Perform and train other staff on hot stamping
-Follow all policy and procedure to ensure and maintain accuracy and shrink requirements.
-Participate in necessary supply stocking/restocking.
-Process transfers of products between other LV stores.
-Maintain the highest standard of housekeeping and organization both on and off the sales floor
-Manage client inquiries ranging from providing information and recommendations about merchandise and services in order to meet client needs
-Serve as point person for client issues, handling difficult situations in the best interest of both the client and company
-Handle clients via phone providing excellent customer service using tact and diplomacy
> Fluent level of Portuguese, and intermediate English
> Excellent presentation and interpersonal skills; able to communicate effectively both verbally and in writing.
> Punctuality and schedule flexibility are essential. Week-ends and evenings may required.
> Excellent problem solving skills with internal/external clients
> Act as a role model and lead by example
> Computer literacy is a must
> Be fashion-forward, and have a passion for the fashion/luxury-goods industry
> Be a team player; pro-active attitude
> Ability to learn quickly and maintain a high performance level in a fast-paced environment
> Ability to solve problems with diplomatic manners