Permanent - After Sales Executive - Dubai Mall

Hermès

Date: 1 week 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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