Selfridges Client Advisor - Care Services

  • Company: Louis Vuitton UK
  • Location: United Kingdom
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Retail
  • Experience required: Beginner
  • Reference No.: LVM08744
  • Date of publication: 2019.06.07

Position

As the Client Advisor in charge of Care Services you will secure the operational efficiency of the repairs and all services following any purchase, in line with the standards of the Brand. You will ensure a smooth process for Clients from the point of receipt of the faulty item to the return to the Client. Additionally you will be responsible for ensuring the teams are adequately trained to support the above.


Profile

Care Services

  • Approach Care Services as a Client relationship opportunity and provide the best Client experience
  • Ensure regular follow up with Clients regarding their items or queries
  • Maintain and control the repairs holding
  • Leading repair inventories across the concessions
  • Manage and ensure quality issues are dealt with efficiently and effectively
  • Develop your expertise in carrying out in-store repairs to the quality standards expected by our Clients
  • Maintain the integrity and accuracy of the in-house "My repair" platform
  • Manage the Care Services feedback on "Voice" with wider team and create actions based on the feedback
  • Ensure the organisation of the Care Services area so that it is user-friendly for all team members 
  • Ensure the lead time is respected from receipt of the faulty item, to sending to the workshop in Cergy
  • Liaise with the Care Services department in Paris Aftersales
  • Regularly communicate to Mangers regarding any relevant Care Services topics
  • Ensure regular communication with the stock team regarding the correct management of repairs
  • Develop and train colleagues on Care Services 
  • Participate in and conduct regular morning briefs

Additional information

General duties

  • Developing Care Services expertise in your store
  • Follow the Company's policies and procedures
  • Be fully integrated into the store team and contribute to achieving the overall objectives of Selfridges
  • Support the Client Advisors in optimising match to traffic and better adapt Care Services to Clients needs
  • Develop the highest Brand and product knowledge
  • Respect Louis Vuitton Brand standards in terms of grooming and behaviour
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Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

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