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POSTE
Would you like to join a dynamic and multicultural Service Centre environment, while also working for the world’s most prestigious luxury brand?
Please note that applicants must be able to start as of October 2023.
In Louis Vuitton's European Client Services Head Office based in Brussels, as part of the Back Office team, you will ensure that all LV Europe e-Commerce operations are processed with efficiency, you will as well interact with our clients providing them with the best experience, with third party vendors and with cross functional teams:
- Perform fraud prevention activities, order review and processing as well as researching and solving post sales issues
- Act as first point of contact for and offer a support role towards the Front Office team to answer all questions related to e-Commerce orders
- Hold morning briefs and training session for the e-Commerce country Front Office advisors
- Follow up on and track resolution of clients’ order-related complaints
- Actively monitor the order flow lifecycle and identify any stuck orders
- Act as point of contact for queries by accounting department
- Follow up & resolution of shipment and delivery issues
- Monitor and process returns, exchanges and refunds
- Fraud screening: accurately review all order data using a variety of tools to identify high risk transactions
- Analyze fraud data in order to identify and counter behavioral patterns
- Represent chargebacks and claims to minimize financial loss
- Liaise closely and cross-functionally with other teams and departments within Vuitton (e.g; Country HQ, Accounting, Warehouse, AMS/Osiris, Stores) as well as external service providers
- Technical troubleshooting and raising of incidents as well as some testing on new launches
PROFIL
- Bachelor’s degree required.
- Experience or knowledge of fraud trends and behaviors, and credit card industry
- Good knowledge of cultural and geographical specificities of the ecommerce countries
- Ability to use good, sound judgment to evaluate situations in decision-making
- Excellent organization and prioritization skills; ability to multi-task and detail orientation
- Work autonomously and demonstrate a positive and enthusiastic attitude
- Strong internet research and overall computer proficiency skills are a must
- Ability to work independently as well as closely with other team members.
- Capable of treating an important mass of information simultaneously
- Ability to meet deadlines in a fast paced and multicultural environment
- Flexibility and willingness to adjust to organizational needs, particularly during peak seasons (also weekends and public holidays)
- Excellent listening, written and verbal communication skills, ability to effectively communicate detailed, complex information via phone or email
- Fluent in English, any other language(s) a plus.
INFORMATIONS COMPLÉMENTAIRES
Please note all applicants must be willing and able to work public holidays and weekends, as well as shift patterns.
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