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GUCCI Product Care Front Office Associate

Gucci - Regular
Jersey City - United States of America

Role Mission The Product Care – Front Office Associate performs daily after sales related activities through the company’s after sales application. This person will manage service requests for repairs, spare parts and credit notes, while monitoring quality across all product categories and will be responsible for processing tickets according to company policy and guidelines, ensuring accuracy of information. They will serve as the main point of contact, playing a key role in supporting Retail, Wholesale, HQ, and clients.

Key Accountabilities

  • Responsible for the execution of ticket management within after sales tool;
  • Monitor and perform daily activities in the after sales system and coordinate with stores, clients, service centers and headquarters as needed;
  • Perform technical evaluations and provide quality feedback/solutions for the service requests generated by the retail network;
  • Responsible for maintaining high level of service in terms of qualitative support and timely execution, meeting service level agreements established by the company;
  • Determine best solution for each case, considering both company guidelines and the client experience;
  • Provide end-to-end support to retail through the life cycle of the after-sales ticket journey, including initial the evaluation, on-going monitoring and follow up;
  • Responsible for all aspects of after sales management, including spare parts order management and credit notes;
  • Provide complete and accurate information to Regional Director and HQ relating to product quality and potential technical defects;
  • Ensure the integrity of the data input in system to optimize efficiency of the after sales process;
  • Strive to meet client expectations of luxury service.

Key Requirements

  • 2+ years’ Customer Service/After Sales services relevant experience, or transferrable skills;
  • Highly motivated with strong communication, interpersonal, and organization skills;
  • Knowledge of leather goods and footwear construction and repair (preferably Luxury goods);
  • Independent, quick learner and team-player; detail-oriented;
  • Possess strong problem-solving skills and ability to multi-task and work in a fast-paced professional environment;
  • Proficient in Microsoft Office
  • Full time
  • Nord America
  • United States of America
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