Permanent - After Sales Coordinator - Dubai Mall

Hermès; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated customer service professional to enhance client experiences and manage after-sales activities. In this role, you will welcome customers warmly, ensure smooth communication between departments, and maintain organized workflows for repairs. Your innovative problem-solving skills and attention to detail will be crucial in resolving client issues and fostering positive relationships. Join a collaborative team that values respect and effective communication, and contribute to a positive environment that inspires and motivates everyone involved.

Qualifications

• Strong attention to detail and reporting skills.
• Ability to work independently and follow up effectively.

Responsibilities

• Welcome customers and manage after-sales activities.
• Coordinate with teams for repairs and documentation.
• Participate in team meetings to enhance problem-solving.

Skills

Reporting Skills

Problem-Solving Abilities

Analytical Thinking

Customer Service Professionalism

Teamwork

Job description

MAIN RESPONSIBILITIES

Customer Service:

• Welcome customers with a smile, make eye contact, and acknowledge their presence promptly to make them feel noticed and welcomed.
• Make customers comfortable by initiating conversations that allow them to express their reasons for visiting.
• Redirect customers to relevant departments (e.g., After Sales, exchanges, and returns).
• Communicate with the Sales team for a smooth handover of customers to the nearest Sales Advisor or cashier.
• Thank customers sincerely for their visit.

After-Sales Responsibilities:

• Manage daily SAV activities.
• Handle documentation and information flow between the SAV department and other units.
• Maintain good relationships with external and internal repairers and support the sales team.
• Ensure H-care files are completed and clients are informed about lead times.
• Resolve client issues regarding after sales, aiming for positive outcomes.
• Monitor ongoing H-care files and update clients on delays or issues.
• Handle incoming repairs promptly and inform clients when products are ready.
• Coordinate with stock and logistics teams for repairs and documentation.
• Prioritize urgent cases and manage SAV petty cash expenses.
• Follow up with clients via calls and messages.
• Maintain an organized SAV room for receiving and collecting items.

Teamwork:

• Participate actively in team meetings and briefings to enhance teamwork and problem-solving.
• Show respect and consideration to colleagues to foster a positive team environment.
• Share positive ideas and experiences to inspire colleagues.
• Build effective relationships with internal customers through appropriate communication.

Requirements:

• Strong reporting skills with attention to detail.
• Ability to work independently with good follow-up skills.
• Innovative problem-solving abilities.
• Highly analytical thinking.
• Professionalism in customer service.
• Positive attitude within the team.