Customer Service Specialist

Inside LVMH; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading luxury goods company is seeking an experienced Customer Service Administrator based in Manchester. In this full-time role, you will provide a luxury aftersales service for prestigious watch brands. Responsibilities include communicating with clients about repairs, handling queries with empathy, and maintaining records. Ideal candidates will have a customer-focused background and preferably experience in the luxury sector. The position offers a competitive salary and benefits package.

Benefits

Competitive salary

Pension

Benefits package

Qualifications

• Experience in customer focused role handling queries in detail over the phone, email and online.
• Previous experience working with a luxury brand preferred.
• Passion for luxury timepieces.

Responsibilities

• Delivering knowledgeable, empathetic communication via calls and emails to clients.
• Handle client dissatisfaction and escalations in a caring manner.
• Provide clients with accurate information regarding product repair and services.

Skills

Customer focused communication

Problem solving

Interpersonal skills

Time management

Tools

Computer and telephone systems

Job description

Based in Walkden, Manchester, UK - Right to work in the UK required

Full time role, Monday to Friday, 36.25 hours per week on site

Competitive salary, pension and benefits package

We are looking for an experienced Customer Service Administrator to provide clients with a customer focused, luxury and informative aftersales service for one of our prestigious watch brands.

At LVMH Watch & Jewellery UK you will have the opportunity to work for a leading luxury goods company and play a key role in supporting the client aftersales experience. You will build strong communication channels with end clients and retail partners and take responsibility for the administrative process of Zenith timepieces received at the service centre for maintenance. This involves creating clear, comprehensive repair information to clients, outlining maintenance types, associated repair costs, and estimated timeframes.

Job responsabilities

• Delivering knowledgeable, empathetic, enthusiastic, and professional communication via calls and emails to Zenith clients. This includes advising on repair turnaround times, costs, technical information, and other aftersales inquiries.
• Offer clients a positive and proactive service ensuring issues are solved efficiently
• Handle client dissatisfaction and escalations in a caring and reassuring manner in line with brand guidelines
• Provide clients with accurate information and advice regarding product repair and services offered
• Develop relationships with clients and our retail partners
• Work closely with internal and external teams to obtain information to respond to client requests
• Effectively use bespoke systems to process customer repairs and provide detailed information
• Working to a standard of excellence, meeting deadlines and Service Level Agreements (SLAs).
• Develop and maintain product and systems knowledge including attending training sessions
• Overseeing the forwarding of Vintage watches to a specialist workshop at HQ.
• Develop brand knowledge and seek additional technical support where required to effectively respond to client enquiries
• Assist in additional admin duties to support areas in Customer Service when required

Profile

• Knowledge of and ability to use various computer and telephone systems
• Experience in customer focused role handling queries in detail over the phone, email and online
• Previous experience working with a luxury brand (preferable)
• Customer Service experience ideally within a luxury field
• Passion for luxury timepieces
• Excellent interpersonal and communication skills over email, phone and in person
• Problem solving skills and commitment to producing results
• Able to work well under pressure and manage client’s expectations with empathy and care
• Confident PC user with ability to develop an understanding of various systems then manage and maintain accurate records
• Client-centric mindset, focused on maintaining and building client relationships
• Organised and driven to complete tasks within appropriate timeframes
• Demonstrate an attitude of professionalism, conscientiousness, and reliability