Client Care Analyst

4 semanas atrás

São Paulo, São Paulo, Brasil RIMOWA Tempo inteiro
Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 125 years, we've dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design.At RIMOWA, we believe that great ambitions demand resilient companions. It's why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip. They last a lifetime.Please join us to discover your own.WHAT WE HAVE TO OFFER:
The Client Care Associate oversees client care by supporting the Sao Paulo client care service team, managing phone calls, e-mails, and the support the front office. This professional also deliver an exceptional after-sales experience for our clientele.YOUR RESPONSIBILITIES:
Customer Service:
Omnichannel Customer Service:
We are looking for someone capable of providing exceptional service to our customers across various channels - in-person, on the phone, and digital (email, Reclame Aqui platform). You must be agile in problem-solving, proactive in communication, and focused on maximizing customer satisfaction.Focal Point Between Stores and Customer Care:
Will act as a liaison between customers in the store and the Customer Care team, ensuring that all issues are communicated effectively and addressed promptly.Online Reputation Management & NPS:
The brand image is vital;
therefore, we expect you to implement innovative strategies to increase our Net Promoter Score (NPS), as well as manage our presence on platforms such as Reclame Aqui, thus strengthening our market reputation.Logistics & Warranty Management:
It will be your responsibility to manage the entire process related to exchanges or repairs covered by product warranties - from logistics involvement to effective problem resolution - always focusing on total customer satisfaction. This includes issuing invoices, contact and relationship with the customer, up to the delivery of their suitcase.Issuance of Invoices:
Carry out the issuance of invoices, including stock movement and service invoices.Preparation of QuotationCreate personalized quotation for clients, considering their needs and specifications and provide detailed information about prices, services offered, delivery times, and

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