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GUCCI Product Care Specialist

Gucci - Regular
London - United Kingdom

Role Mission Ensures that all company policies and requirements are in alignment when handling after sales activities. Manage after sales service requests for repairs, requests in the after sales system while ensuring accuracy of information. Execute repair ticket management according to company standards and coordinating with stores, back office, repair center and headquarters. Plays a key role in supporting stores, wholesale and customers with regards to repairs and returns.

Key Accountabilities

  • Responsible for the execution of repair ticket management within after sales tool
  • Monitor and perform daily activities in the system and work with stores, customers, repair center and headquarters as needed
  • Perform technical evaluations and provide estimates and feedback/solutions for the after sales service requests to the stores in a prompt manner
  • Manually enter and update data in after sales system on behalf of customer repairs, wholesale, and external vendor
  • Provide full support updating stores on each kind of potential issue (lead time of spare parts, technical issues, etc.) that can have an impact on customer satisfaction
  • Perform spare parts order management in service system to ensure the best lead time to the customer as well as efficient inventory management
  • Ensure the integrity of the data input by the stores in order to optimize and increase the efficiency of the after sales service flow
  • Receive and process customers' payments for repairs
  • Responsible for all aspects of after sales management acting as point of contact on customer complaints and quality issues
  • Provide support to stores and regional customer service teams to manage repair tickets in the after sale system
  • Communicate and coordinate with stores and headquarters on any after sales & quality matters

Key Requirements

  • Existing experience working within an aftersales function, ideally within a luxury environment
  • High standard of spoken and written English 
  • Confident dealing with queries and complaints in person, and via email and telephone
  • High flexibility and the ability to adapt to different customers
  • A Team-player mentality
  • The ability to work in a fast moving and dynamic environment
  • Luxury product knowledge
  • Full time
  • Europa
  • United Kingdom

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