Luxury Client Advocate

2 weeks ago

Sydney, New South Wales, Australia beBeeRelationships Full time $70,000 - $90,000

About the Role

We are seeking an experienced Client Relations Specialist to support our Customer Service Administration and Workshop teams, ensuring excellent service for luxury brands.

This role is ideal for a proven Client Relations Specialist with a passion for luxury retail who wants to make a meaningful impact.

Key Responsibilities:

  • Register and manage repairs in our system
  • Prepare cost estimates and invoices
  • Order spare parts/consumables, follow-up on deliveries/delays and manage returns
  • Liaise with logistics for repairs to be sent to third parties and/or overseas
  • Follow-up on repair status with all relevant stakeholders (third parties, overseas...)
  • Maintain and communicate end-of-repair date
  • Monitor service quality
  • Participate in stock-take
  • Provide support and communication to internal and external network on processes, policies and systems
  • Identify training needs, develop curriculum, and coordinate training sessions
  • Visit customer locations regularly
  • Escalate immediately all issues to management when situation may affect health and safety, process/system compliance, performance, client satisfaction
  • Participate to projects and initiatives to improve/achieve performance objectives
  • Perform any other ad-hoc admin duties

Key Indicators:

  • Leadtime Performance (luxury brand objective)
  • Leadtime Service Level (client communication)
  • Quality Performance (multiple returns, repair warranty, complaint cases)
  • Client satisfaction (Net Promoter Score and Client Barometer)

About Our Culture

We value freedom, collegiality, loyalty, and solidarity. We foster empathy, curiosity, courage, humility, and integrity. We care for the world we live in.

Your Journey with Us

  • You will receive a call from our Talent Acquisition Partner to discuss the role and for us to get to know you.
  • If you are successful through the phone interview, you will be invited to attend an interview with our Manager for Assessment of your fit for the role
  • After this you will then have the opportunity to meet our HR Manager & Head of Customer Service who will share insights on our team dynamics and our company culture.
  • If your interviews are successful, you'll commence your journey after all required pre-employment screenings have been successfully completed.

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