After Sales Specialist

Seoul, South Korea
23 Jun 2020
23 Jul 2020
A global Luxury group, Kering manages the development of a series of renowned Houses in Fashion, Leather Goods, Jewelry and Watches: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, Ulysse Nardin, Girard-Perregaux, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Houses to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: "Empowering Imagination". In 2019, Kering had nearly 38,000 employees and restated revenue of €15.9 billion.
글로벌 럭셔리 그룹인 케어링은 구찌, 보테가 베네타, 생 로랑, 알렉산더 맥퀸, 발렌시아가, 브리오니, 크리스토퍼 케인, 토마스 마이어, 부쉐론, 포멜라토, 도도, 키린, 율리스 나르덴, 제라 페리고, 케어링 아이웨어 등 패션, 가죽 제품, 보석 및 시계 등 럭셔리 하우스의 앙상블을 발전시켜 오고 있습니다. '상상력을 원동력으로' 라는 기업철학을 바탕으로, 케어링그룹은 브랜드가 가장 지속 가능한 방식으로 잠재력을 발휘하도록 장려합니다. 케어링그룹은 2019년 159억 유로 이상의 매출을 기록했으며, 3만 8000 명이 넘는 임직원이 함께 하고 있습니다.

Job Description

How you will contribute

Key Responsibility

• Complete customer request analysis and ensure a complete and prompt feedback to the Front End following internal procedures and cooperating with all the other functions involved in After Sales process (Front End, Back Office, Production business units/Repairs centers). The process includes, but it is not limited to, the following activities:
  • Lead and supervise the Front Office/Back Office team/Repair vendors, providing guidance and performing coaching to team members for further improving their performance, develop them and enhance their productivity in order to optimize the service lead-time to final customer.
  • Provide feedback and issue exchanges, returns and refunds or compensation for After Sale (Before Sale) items for repairs, defects and RAs (Credit Note)
  • Provide accurate and reliable information/documentation regarding all Credit Note and Local destruction process
  • Collaborate closely with Brands Retail, Store Operation, external vendors and Group Operations HQ
  • Analyze statistical data in order to define proper KPI's of Front and Back Office, determining their level of customer service
  • Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by Front Office representatives
  • Assist and support Stores or regional Brand teams using company's policies and guidelines - Improve After Sales Front Office and Back Office procedures, policies and standards
  • Handle any major customer complaints or incidents
  • Find ways to measure and maintain high level of customer satisfaction and identify areas of improvement

• Ensure continuous update of tickets through the system in order to guarantee the After Sales process traceability end-to-end

• Produce and analyze reports on After Sales activities and KPIs for continuous improvement

• Support team members in problem solving and help them to grow in order to retain talents within the team

Who you are


• Bachelor's Degree

• At least 1 to 3 years' Experience in After Sales Services/customer service, with Luxury Product experience is a plus

• Strong customer orientation and interest in After Sales Service in general

• Fluent written and verbal English

• Good knowledge of MS Office

• Good analytical skills, excellent communication skills including outstanding persuasion and presentation skills, Strong decision making

• Flexible, multi-tasking and work well under pressure in a fast-paced working environment

• Strong attention to detail and accuracy, independent, self-motivate and able to motivate the team

Job Type

Start Date

Full time


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