Aftersales Coordinator 12 Months FTC

JOB TITLE: After-sales Coordinator 12 months FTC

DEPARTMENT: Customer Services and Aftersales

REPORTING TO: Aftersales Operations Manager

ROLE OVERVIEW

The Aftersales Department is a key part of Jimmy Choo, which connects many areas of the business. The London-based Aftersales team are the central point of contact for all global aftersales and quality queries for our retail stores, as well as consumers. The role will involve working closely with the Italy-based quality & aftersales teams, customer service teams and regional repair centres.

The Aftersales Coordinator will work to provide central aftersales support to Jimmy Choo stores worldwide and end consumers, ensuring a consistent company approach aligned with our global Aftersales processes and policies. The role will also give the applicant the opportunity to work with many key areas of the company, gain business and technical product knowledge.

You should be keen to work in a fast-moving environment, be flexible, with great time management and administration skills to manage your workload effectively.

The successful candidate will need to be able to commit to working full-time Monday-Friday, commencing as soon as possible.

KEY RESPONSIBILITIES AND DUTIES

• Provide a high level of technical support and advice to all areas of the business, ensuring that a consistent company approach is available to all staff and consumers.
• Management of the end-to-end after-sales claim process for the responsible region, ensuring department KPI's and SLA's are upheld.
• Support global stores with challenging after-sales scenarios, always providing clear guidance and advice.
• Management of the component request process for global stores.
• Participate in weekly Aftersales meetings with the team in Italy to ensure all relevant issues are escalated as necessary and appropriate actions taken.
• Support the department during each collection for the material guide development, bulk component ordering and regional after-sales training.
• Confidently liaise with our global customer service team to provide a high level of service to end consumers via our customer service management platform. Provide considered responses, technical feedback, and avoid potential escalation.
• Regularly communicate with regional repair companies, providing them with the tools to enable them to better assist us in improving customer service levels.
• Deliver a high level of after-sales process training to the responsible region.
• Support with all department reporting for claim management & key issues.
• Liaise with the wider departments to support in delivering key projects.

SKILLS, EXPERIENCE AND QUALIFICATIONS:

• A background in after-sales & luxury goods with product/material knowledge is highly desirable
• Excellent administration skills with the ability to prioritise effectively
• Strong written and oral communication skills
• A passion for problem-solving with a proactive approach to continuous improvement
• Highly proficient user of MS Office Excel and MS Office Outlook (or another email system)

CHARACTERISTICS REQUIRED

• Accuracy and attention to detail are paramount
• Positive attitude, especially when dealing with challenging cases.
• Innovative, proactive and the ability to approach tasks with a "can-do" attitude
• A sense of urgency and an ability to deal swiftly with changing business and customer needs
• Team player with the ability to work on own initiative when required
• Transparent, consistent and committed
• Confident and assertive with the capability and will to develop oneself
• Well presented with the key ability to communicate confidently, clearly and calmly
• Passionate and ambitious