Permanent - After Sales Executive - Dubai Mall

Hermès


Date: 3 weeks ago
City: Dubai
Contract type: Full time
Main Responsibilities

Customer Service:

  • To welcome the customer with a smile, to make eye contact, and to try to acknowledge him/her as soon as he/she has entered the store in such a way as to make him/her feel that his/her presence has been noticed and is welcome.
  • To make the customer feel comfortable by initiating a conversation that allows him/her to express the reasons for his/her visit to the store.
  • Redirects customer to the relevant department when needed (i.e. After Sales, exchanges, and return).
  • Communicates with the Sales team to ensure a smooth and elegant handover of the customer to the nearest Sales Advisor/cashier available.
  • To thank the customer for his/her visit in a natural and sincere manner.

After-Sales Responsibilities

  • Responsible for the SAV Day to day activities.
  • Responsible for the documentation and for the information flow from and to the SAV department.
  • Maintain a good working relationship with external and internal repairers: craftsman/ watchmaker/ cobbler and alterations workroom/ support sales team.
  • Ensure all H-care files are completed and submitted in a timely manner and clients are informed about the lead time.
  • Resolves common client issues regarding after sales and ensure that a positive outcome is reached whenever possible.
  • Monitor all on-going H-care files and inform/ advise clients of any delays/ problems.
  • Ensure all incoming deliveries of repairs are dealt with immediately, and clients are informed of the status of their repaired goods.
  • Notifying the customer when the product is ready.
  • Work closely with the stock team to ensure that all defective stock is sent to Paris for either credit or repair.
  • Coordinate with the logistics departments to ensure that the documents of the SAV parcels are well prepared.
  • Liaise with stock team and cash desks (Credit Notes and Supplier Returns).
  • Prioritize workload and ensure that most urgent/ important cases are handled promptly.
  • Manage the SAV petty cash bills or expenses.
  • Follow up with calls and messages.
  • Consistently work to maintain and organize the SAV room (receiving, collection).

Teamwork:

  • Interactive and positive participation in all Morning Briefings and Team meetings to optimize teamwork and problem solving.
  • Demonstrates respect and consideration to ALL colleagues to maintain a solid and dynamic team.
  • Inspires and surprise colleagues by sharing positive ideas and experiences.
  • Builds effective relationships using appropriate verbal and non-verbal communication with all internal customers (Sales Team, F&B Team, Support Services, Management Team etc.).

Requirements

  • Strong reporting skills accuracy and attention to detail.
  • Able to work independently; strong follow up skills.
  • Innovative problem-solver.
  • Highly analytical thinker.
  • Professionalism in services provided to the customer.
  • Positive attitude within the team.

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