Client Service Manager

Buccellati; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Van Cleef & Arpels in Dubai is seeking a Client Service Manager to manage orders, inquiries and complaints with precision while maintaining client relationships with sales teams.

You will draw on deep product knowledge to provide tailored support, handle escalations, and ensure timely delivery. The role requires excellent communication, organization, and the ability to work independently.

Join a luxury Maison that values diversity and inclusion and offers ongoing training to develop expertise.

Qualifications

• Strong experience in client service and delivering an exceptional client experience.
• Excellent communication and interpersonal skills.
• Ability to build and nurture relationships with clients and internal stakeholders.
• Highly organized, client-oriented and able to work independently with minimal supervision.
• Sound judgment and sensitivity to client needs with strong product knowledge.

Responsibilities

• Maintain and nurture ongoing relationships with select clients and sales teams.
• Provide tailored product and service information, addressing complex client questions with expertise.
• Record and process orders, inquiries and complaints with precision and efficiency.
• Coordinate with relevant teams to ensure timely delivery.
• Respond promptly and appropriately to advanced issue escalations, securing managerial approvals when necessary.
• Initiate contact with allocated clients to develop new relationships and be the primary contact.
• Schedule follow-up actions and enter relevant information into CRM for high-quality data.
• Conduct detailed client interviews to clarify requirements and gather information.
• Deliver exceptional service to encourage continued use of the Maison's products.
• Adhere to policies, procedures and regulatory codes; seek authorization for deviations.
• Engage in ongoing professional development and stay informed about best practices.
• Demonstrate ability to work independently with minimal supervision.
• Promote diversity and inclusion in all interactions.

Skills

Client service

Communication

Relationship management

Organizational skills

Independent work

Product knowledge

Customer feedback handling

Job description

Job Description

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

Are you a good match?

You have strong experience in client service and are passionate about delivering an exceptional client experience. You demonstrate excellent communication and interpersonal skills, with the ability to build and nurture relationships with clients and internal stakeholders. You are highly organized, client-oriented and able to work independently with minimal supervision. You demonstrate sound judgment, sensitivity to client needs and a strong knowledge of products and service processes.

What are we expecting from you?

As a Client Service Manager, you will receive and process customer orders, inquiries and complaints with precision and efficiency, while maintaining ongoing relationships with clients and sales teams and ensuring a seamless communication link.

In this role, you will:

• Maintain and nurture ongoing relationships with select clients and sales teams.
• Utilize in-depth knowledge of products, availability, sales territories and client profiles to provide tailored support.
• Provide advanced product and service information, addressing complex client questions with expertise.
• Record and process custom and special orders, coordinating with relevant teams to ensure timely delivery.
• Respond promptly and appropriately to advanced issue escalations, securing managerial approvals when necessary.
• Initiate contact with allocated clients to develop new relationships and act as the primary point of contact for resolving queries and complaints.
• Schedule follow-up actions and meticulously enter relevant information into the CRM system to maintain high-quality data for client retention and business development.
• Conduct detailed client interviews to clarify requirements and gather comprehensive client information.
• Deliver exceptional service to encourage continued use of the Maison's products and services.
• Adhere to organizational policies, procedures and relevant regulatory codes, seeking authorization for any deviations.
• Engage in continuous professional development through assessment, training and coaching, while staying informed about industry best practices and technological advancements.
• Demonstrate the ability to work independently as an experienced practitioner with minimal supervision.
• Exhibit a strong commitment to diversity and inclusion in all interactions and responsibilities.

More than a role... We recruit for a career!

By joining Van Cleef & Arpels, you will be part of a Maison where employee career development is at the heart of our ambition.

You will be immersed in our enchanting universe and benefit from comprehensive training on our history, know-how and creations, while developing your expertise alongside passionate and talented teams.