Copy of After Sales Specialist - Arabic Speaker - Abu Dhabi

at  Dior

REQUIREMENTS

• Education and experience:
• Bachelor’s degree in Supply chain and/or Logistic
• Minimum 3 years previous experience in luxury environment ((client service, boutiques, hotels or concierge)
• Previous experience in Client Service Center setting preferred
• Languages
• Fluent in English and Arabic: outstanding communication skills, both written and verbal (C2) additional language as bonus
• Hard Skills:
• Knowledge of relational databases (SalesForce, Cybersource, Riskified)
• Practice of analytical tools and languages
• Proficient in Microsoft Office – advanced excel skills
• Soft skills & motivation:
• Outstanding communication skills, both written and verbal
• Clear demonstration of a client first mind-set
• Highly motivated, energetic, and inspirational team player
• A passion for Christian Dior and our collections
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  Additional information

• Manage all operational aspects of customer after-sales cases including but not limited to returns sent back in& out of the policy, return to sender packages, counterfeit items, address corrections and items sent back for repair and/or personalization.
• Diagnosis of the need: evaluation of the request for interventions, analysis of the defect, confirmation of the diagnosis in collaboration with the quality department.
• Support all after-sales cases managed by the Client Services Center ensuring all requests sent and received are replied to within 24hrs.
• Lead collaborative problem-solving efforts to improve quality of Client Service and to identify and execute opportunities for process improvement.
• Responsible for providing resolution regarding specific compensation for clients on a case-by-case basis.
• Participate in the daily/weekly morning briefings of the team and share specific information about the After Sales.
• Work with the After Sales team SOP updates and the Training Manager on the creation and updates to SOP user guides. (Process)
• Work closely with the Operation team to troubleshoot and resolve and potential issues.
• Provide boutique management with feedbacks to be included in reports.
• Detect early signals and report anomalies to the after sales team to improve the sales & after-sales processes and contribute to processes & tools improvements.
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  Profile