David Yurman
luxury jewelry
Specialist,CareandService
“Specialist, Care and Service at David Yurman. Skills: superior service, effective and long-term problem resolution, timely and accurate information, superior customer experience, customer service requests, escalations, customer problems, customer experience, unresolved issues, alternative solutions, customer problems, customer experience. responding to customer contacts regarding product care and service (repairs) in a manner that reinforces our brand values and ensures a superior customer exper”
What You'll Achieve.
setting a gold standard in luxury customer service.; ensures a superior customer experience.; effective and long-term problem resolution.; timely and accurate information; timely feedback to the company regarding trends.; superior customer experience.; Enhance organization reputation; add value to the organization.
Industry & Context.
Problem analysis and solving skills, demonstrating good judgement.; Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, fulfilling requests.
The position is onsite with 2 work from home days per month
What They're Looking For.
Must Have
Problem analysis and solving skills, demonstrating good judgement., organizational and planning skills, Detail and customer service oriented., Team oriented, ability to work with a diverse customer base and ability to negotiate., Excellent communication skills, both written and verbal, customer focus and relationship-building skills., High level of professionalism and integrity.
Nice to Have
Experience in a similar role within a Contact Center or in a retail store with a service luxury environment preferred., Experience in luxury or jewelry Care and Service, Aftersales, or Repairs with direct customer communication is a preferred., A passion for the jewelry industry and the David Yurman interest in learning about our business and products
What You'll Do.
responding to customer contacts regarding product care and service (repairs) in a manner that reinforces our brand values and ensures a superior customer experience.
support and provide superior service to address customer issues and ensure effective and long-term problem resolution.
Provide timely and accurate information to customers regarding status and product knowledge also providing timely feedback to the company regarding trends.
Process customer service requests and handle escalations according to company procedures and guidelines.
Ensure customers understand product information and provide additional information to customers as listen attentively to customer needs and concerns.
Prioritize call responses and timeliness of follow-up based on urgency of call
and further escalate unresolved issues in a timely manner.
Resolve problems by clarifying issues
researching and exploring answers and alternative solutions
implementing solutions
How You'll Work.
Team & Collaboration
Collaborate with our vendors and internal Service, Quality and Repair teams.; support the policies and procedures for DavidYurman. com and the retail store fleet.; Team oriented, ability to work with a diverse customer base
Communication Scope
Excellent communication skills, both written and verbal
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