Permanent - After Sales Coordinator - Dubai Mall

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 ...