Aftersales Representative

Job description

An exciting opportunity has become available in our Harrods Aftersales department for an Aftersales Representative to join the world’s foremost luxury brand across important locations. You will be joining an established team at a time where we are expanding and opening our very first front of house aftersales space. You will primarily assist in the daily running of the space ensuring Aftersales clients are welcomed in keeping with our house standards. The role will cover all aspects of repair management, including the initial consultation with the client, assessment of repairs and providing updates throughout the process. You will work closely with the Boutique Management team to find the best solutions to clients’ requests. Some back of house duties will include liaising with the Croydon Atelier Team as well as the French Atelier Team, repair logistics, ordering spare parts and stock management.

Leveraging your unique experiences, CHANEL will enable you to…

As part of this exciting new project you will be the face of the department, you will welcome clients into the new dedicated aftersales space providing a luxury experience for all visitors. You will in turn assist the Department Supervisor with all administration duties required to achieve the company KPIs .  With 8 collections created per year, each request is unique and should be assessed on a case-by-case basis. You will leverage your experience and product knowledge to provide the best solution for the client.  Key back of house tasks will also require completion to ensure leadtimes are respected.   Personal presentation and effective participation in teamwork will be key to the success of the department.

RESPONSIBILITIES TO INCLUDE

·  Engaging with clients to facilitate their repair requests
·  Timely and accurate completion of all CASS administration, adhering to Boutique/Department store procedures and policies as appropriate ensuring repairs are sent to the relevant workshops within the company guidelines of 3 days after being recorded
·  Diagnosing the reason for the product being returned and provide an appropriate solution ie in-house repair, send to Croydon, to Paris, credit offer or unrepairable
·  Establish and cultivate strong customer relationships by responding promptly and appropriately to all internal and external queries and ensuring that all parties are kept informed as appropriate
·  Processing all client Credit Notes on CBR
·  Deliver training to FAs on CASS and GRACE projects in the boutiques
·  Conduct interim stocktakes on repair locations
·  Monthly/quarterly repair audits
·  Accurate receipt of deliveries, ensuring that goods received correspond with the appropriate documentation
·  Develop and maintain expert standards of product knowledge. All quality issue information to be shared as appropriate within the Boutique team and relevant Head Office departments
·  Liaise with the Dept Supervisor, Operations’ Manager and Aftersales Manager on all client complaints
·  Good communication with the Transport Department to ensure repairs are collected on time
·  Apply a helpful and courteous manner towards all colleagues, remaining reliable, supportive and flexible at all times

You are energised by…

We are looking for someone who is outgoing, communitive and has an eye for detail. You will be comfortable engaging with a range of clients in a positive manner. You will have a good understanding of luxury leather products and costume jewellery goods especially and have good problem-solving skills.

Actively participating in positive feedback sessions to build on the strong relationships we have with the Croydon Atelier as well as the Global Aftersales Teams in France.

You will be comfortable sharing opinions with the team and be perpetually curious to learn about different products.

What you can bring to the team…

With the main portion of the role being the receipt and initial assessment of all repair requests a basic knowledge of CASS and the GRACE aftersales principles is beneficial, as well as;

·  Empathy and listening skills are essential along with a “can do” attitude
·  An understanding of client expectations and good communication.
·  Experience of managing workflow and meeting deadlines.
·  Being able to plan your daily tasks and show flexibility to ad hoc requests
·  Active participation in team meetings

What you will learn & what CHANEL can offer you…

·  An environment to express both your curiosity and capability, with the aim of creating sustainable long term personal and professional growth
·  An inclusive approach to utilising the diverse range of personalities and competencies at CHANEL
·  Delivery of excellence in an environment that places the long term success of its people and by extension the brand, at its forefront
·  Being part of a team that delivers a key value add service to the client, and deepens the clients relationship with the brand

BENEFITS AT CHANEL

Our employee benefits have been created to support you across your professional and personal life by offering you:  

·  Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories  
·  Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more  
·  Mental Wellbeing: Employee Assistance Programmes and Other Support Lines  
·  Platforms: Multiple Platforms to support across Wellbeing   
·  Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales  
·  Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones  

 *Benefits are eligibility dependant and subject to change at any time   

At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.