Permanent - After Sales Executive - Dubai Mall

Hermès; Dubai; On-site; AED 110,000 - 166,000; Full time

Job summary

A leading luxury retail company seeks a customer service and after-sales coordinator in Dubai. The role emphasizes exceptional customer interaction, meticulous attention to detail, and effective collaboration within teams. Candidates must demonstrate strong problem-solving skills and professionalism to enhance client satisfaction and streamline processes.

Qualifications

• 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.

Responsibilities

• Welcome customers, initiate conversation, and acknowledge their presence.
• Handle after-sales activities and ensure positive client relations.
• Prioritize workload and manage SAV room organization.
• Participate in teamwork and contribute positively to team dynamics.

Skills

Reporting skills

Attention to detail

Problem-solving

Analytical thinking

Job description

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.