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KER Senior After Sales Specialist

Kering - Regular
Hong Kong SAR - Hong Kong SAR

The Senior After Sales Specialist delivers the highest level of After Sales client service in order to guarantee an outstanding customer experience and satisfy customer needs expectations, in line with the Company’s vision, mission and goals while in line with the company’s policies. Be part of the After Sales operations and communicate with Worldwide DOS stores, HQ and with the referents from the various regions, in a multi-lingual / multi-category / multi-brand team. To secure cooperation between front office and back office and repair associates of all brands and departments.

About us

A global Luxury group, Kering manages the development of a series of renowned Houses in Fashion, Leather Goods, Jewelry and Watches: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, Ulysse Nardin, Girard-Perregaux, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Houses to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: “Empowering Imagination”. In 2020, Kering had over 38,000 employees and revenue of €13.1 billion.

How you will contribute

  • Responsible for After Sales daily operation, including: Front Office, Back Office and other After Sales related responsibilities

  • Continuous update of tickets through the system/ files in order to guarantee the After Sales process traceability end-to-end and to achieve the best KPI

  • Communicate with regional/ global team on all Repair topics

  • Monitor, follow-up and to solve complex or long-standing repair problems

  • Work as a team to meet the team/ Global KPI

  • Collaborate closely with Retail, Operations, HQ, external vendors team and to provide them the Company’s After Sales policies, guidelines, technical information

  • Produce and analyze reports on After Sales activities and KPIs for continuous improvement

Who you are

  • Bachelor’s Degree

  • Experience in After Sales Services/customer service

  • Strong customer orientation and interest in After Sales in general

  • Fluent written and verbal English, Cantonese, Mandarin

  • Good knowledge of MS Office

  • Excellent communication skills including outstanding persuasion and presentation skills, strong decision making

  • Flexible, multi-tasking and work well under pressure in a fast-paced working environment

  • Strong attention to detail and accuracy, independent, advanced problem solving skills

Why work with us?

This is a fabulous opportunity to join the Kering adventure and and to actively contribute to the development of the business by becoming part of a thriving Atelier in a global Luxury Group that offers endless possibilities to learn and grow. Talent development is a managerial principle at Kering and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.

Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background. 

  • Full time
  • Asia
  • Hong Kong SAR
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