Aftersales Coordinator

**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, wholesale customers, partners and franchisees as well as consumers. The role will involve working closely with the Italy based quality personnel, 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 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 in order to manage your workload effectively.

**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 aftersales claim process for responsible region base, ensuring department KPI’s and SLA’s are upheld.
- Support global stores with challenging aftersales scenarios, providing clear guidance and advice at all times.
- Management of the component request process for global partners and stores.
- Participate in weekly Aftersales meetings with 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 aftersales training.
- Confidently liaise with our global customer service team to provide a high level of service to end consumers via our customer services 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 services levels.
- Liaise with the wider departments to support in delivering key projects.

**SKILLS, EXPERIENCE AND QUALIFICATIONS**:

- A background in customer service & luxury goods with product/material knowledge 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 about continuous improvement

**CHARACTERISTICS REQUIRED**
- Accuracy and attention to detail is paramount
- 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 self
- Well presented with the key ability to communicate confidently, clearly and calmly
- Passionate and ambitious

At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V