After Sales Executive - Dubai Mall

Title : After -Sales Executive

Position : Within the general organization of the Brand, the job holder reports to the Customer Service Manager.

Responsibilities : The After-Sales coordinator responsibilities include:

• 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.
  

• 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)
  

• Interactive and positive participation in all Morning Briefings and Team meetings to optimize teamwork and problem solving

• Demonstrate respect and consideration to all colleagues to maintain a solid and dynamic team.

• Inspire colleagues by sharing positive ideas and experiences.

• Build effective relationships using appropriate verbal and non-verbal communication with all internal customers (Sales Team, F&B Team, Support Services, Management Team etc.).
  

• Strong reporting skills accuracy and attention to detail

• Able to work independently ; strong follow up skills

• Innovative problem -solver

• Analytical skills

• Professionalism in services provided to the customer .

• Positive attitude within the team .