Client Care Specialist

About The Job

“Whoever you are, whatever the purpose of your visit, I will cherish our time together. I will dare to discover who you are and encourage you to be true to yourself. You will trust me as your personal advisor. We will build a genuine relationship over time. Every time you come to Louis Vuitton, you will leave feeling enriched!”

The Client Care Specialist is a dedicated & highly motivated individual who optimizes each touchpoint within the client’s post-purchase journey. You will resolve client concerns, guiding clients through the after sales process, and recommending solutions utilizing the Company’s coverage policy. The Specialist is an excellent communicator who will nurture the client relationship to foster loyalty and build trust, resulting in high quality customer support and a premium client experience.

Job responsibilities

Client management

• Drive a seamless customer experience that creates positive sentiment for our brand
• Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to Clients
• Resolve client’s product concerns by determining the cause of the problem and leveraging policy, tools, and resources to provide the best solution
• Develop expert product knowledge, service offerings and understanding of brand policies & procedures to deliver immediate feedback & solutions
• Ensure flowless follow up and clear communication with clients
  
  

Operations

• Manage shipment of repairs to the Local Repair Center
• Maintain accurate inventory of spare parts and repairs, physical and on the system
• Order spare parts when necessary and secure proper level of stock
• Outstanding organizational skills
  
  

Training

• Developing team’s knowledge (training and daily moments) in collaboration with the instore training team
• Make the extra mile to enhance our service
  
  

Product management

• To perform In store repair
• Ensure lead time and quality of repair process
• To be instore referent for all kind of quality related topics
  
  

In this position, you will be evaluated on the basis of the quality of the service, your customer orientation to support LV in bringing the client care service as a leverage for sales and quality, lead time of performing the instore repairs, follow up and client communication.

You will report to the store manager or the operation manager.

Your main contacts will be: stores, Paris Client Care teams, admin and LRC team.

Profile

• Problem solving ability
• Passion for the Maison
• Team spirit
• Quality minded & expertise
• Technical mindset mastering different aspects of repairs
• Excellent communication skills
• Customer focus & service oriented
• At ease in fast paced work environment
• Attention to details