Aftersales Specialist, Harrods

Aftersales Specialist

Location:

CHANEL Harrods Care & Repair

Contract:

Permanent, Full-time

You will primarily assist in the daily running of the boutique, ensuring aftersales clients are welcomed and provided with the ultimate luxury client experience.

The role covers all aspects of client and repair management, including the initial consultation with the client, assessment of repairs and providing updates throughout the process. You will work closely with our in-house artisans and seamstresses to deliver a unique behind-the-scenes experience and provide the best solutions to clients' requests.

You will also manage key back-of-house activities, including liaising with the 5 Queensway Atelier Team and French Atelier Team, coordinating repair logistics, ordering spare parts and managing stock.

As the face of the aftersales department, you will welcome clients into the dedicated aftersales space and provide a luxury experience for every visitor. With eight collections created each year, every request is unique and will need to be assessed on a case-by-case basis, using your experience and product knowledge to determine the best solution for the client.

• Engage with clients to understand and facilitate their repair requests, providing appropriate solutions and keeping them informed throughout the process.
• Diagnose the reason for products being returned and determine the most appropriate solution, including an in-house repair, 5 Queensway or Paris Atelier repair, credit offer or identifying when an item is unrepairable.
• Perform express repairs and minor technical repairs on leather goods and costume jewellery, for both client and stock items, in accordance with CHANEL repair standards and quality assurance checks.
• Ensure timely and accurate completion of all ACET administration and that repairs are sent to the relevant workshops within company guidelines.
• Manage spare-part orders and inventory for the boutique.
• Build and maintain strong client relationships by responding promptly and appropriately to queries and ensuring all relevant parties remain informed.
• Process client Credit Notes on POS and support the administration required to achieve company KPIs.
• Deliver training to Fashion Advisors on ACET projects within the boutiques.
• Conduct interim stocktakes, monthly and quarterly repair audits, and accurately receipt deliveries against the appropriate documentation.
• Develop and maintain expert product knowledge, sharing relevant quality information with the Boutique team and appropriate Head Office departments.
• Liaise with the Department Supervisor, Operations Manager and Aftersales Manager regarding client complaints.
• Work closely with the Transport Department to ensure repairs are collected on time.
• Maintain a helpful and courteous approach towards colleagues, remaining reliable, supportive and flexible at all times.

• An outgoing and communicative approach, with strong attention to detail.
• A good understanding of luxury leather goods, costume jewellery and Ready-to-Wear garments.
• A good level of practical repair skills and the ability to perform minor technical and express repairs.
• Basic knowledge of ACET is beneficial.
• Strong problem-solving skills and the ability to assess individual client requests and identify appropriate solutions.
• Empathy and strong listening skills, combined with a positive, open and "can do" mindset.
• An understanding of client expectations and strong communication skills.
• Experience managing workflow, prioritising daily responsibilities and meeting deadlines.
• Flexibility when responding to ad hoc requests.
• A collaborative approach and willingness to actively participate in team meetings and feedback sessions.

• Delivering an exceptional luxury experience and building strong relationships with a range of clients.
• Craftsmanship, creation and understanding the technical details behind CHANEL products.
• Finding the best solution for each individual client and repair request.
• Working closely with artisans, seamstresses, the boutique aftersales network, 5 Queensway Atelier and global aftersales teams in France.
• Continuously developing your product knowledge and learning about different products on a daily basis.
• Sharing your opinions, knowledge and feedback with colleagues and contributing positively to the wider team.
• Working in an environment where attention to detail, teamwork, flexibility and personal presentation are of the utmost…