Barcelona, Catalonia, Spain
- First and direct contact for customer experts in a dedicated field of expertise - Acts as the CRH face to the stakeholder: ensures continuous 1:1 topic-related exchange - Coordinates and bundles “priority customer issues” to avoid “ticket waves” - Supports and takes over customer escalations from customer experts based on request - Provides solutions from stakeholders/markets back to customer experts and ensures on-the-job training - Ensures efficient feedback cycles to QAs for training-on-the-job opportunities - Keeps up-to-date expertise in the dedicated field to support customer experts
- Show highest level of empathy with customer and establishes a strong relation to customer especially in needs assessment. - Act as single point of contact for the customer throughout the process. - Conducting a structured customer needs assessment in each customer interaction, followed by a structured needs (e.g. problem) solving approach to provide an appropriate solution to the customer. - Ensure “off the record” exchange with team members to strive knowledge build up. - Master and know content of relevant tools to handle customer requests (CRH platform, Sinch, KC, Solid)
- Ensure positive Clienteling spirit, keeping the team motivated to exceed objectives: support team in Clienteling Development, sharing best practices, action planning, initiatives, etc. - Manage the selection of clients to boost personalised and exceptional local in-store and external client experiences, encompassing one-to-one client appointments in cooperation with the store Clienteling teams. - Search for development areas for top client knowledge, segmentation, profiling and targeting to recruit new high potential clients. - Provide qualitative feedback on actions to Clienteling Coordinators, Management and Country if needed. - Plan Clienteling actions with an eye on productivity in line with business and Clienteling priorities. - Coaching team members & elaborate bespoke actions plans to increase performance.
- Ambassador of the Brand, ensuring that every Client is treated according to the Louis Vuitton promise. - Welcome every Client and provide the best Client experience over the phone & through written medias. - Advise Clients across the Brand and all product categories. - Engage with Clients to develop long-term relationships, leveraging different clienteling tools, in order to foster Brand loyalty. - Perform as a team-player, participate in all activities contributing to the overall objectives of the Client Service. - Virtual Appointment Host and product presentation.
- Coaching team members & elaborate bespoke actions plans to increase performance. - Onboard the newcomers in the company.
- Delivered high-standard front desk service in a five-star luxury hotel, ensuring smooth arrivals and consistently high service standards aligned with the brand. - Managed VIP and high-profile guests with discretion, providing personalised assistance and anticipating needs to deliver an elevated guest experience. - Provided tailored, high-touch service in the exclusive Club Lounge, maintaining a refined atmosphere and building strong guest relationships.
- Delivered tailored concierge services, assisting guests with personalised recommendations, reservations, and exclusive experiences. - Provided refined F&B service as a bar attendant, ensuring a high standard of guest interaction.