Francis Kurkdjian Global Customer Service Assistant

About Francis Kurkdjian

Maison Francis Kurkdjian is a Parisian fragrance house founded in 2009 by master perfumer Francis Kurkdjian and Marc Chaya, renowned for translating emotion, craftsmanship and modern French elegance into exceptional scents. As part of the LVMH ecosystem, the Maison offers employees the intimacy of an entrepreneurial creative atelier with the reach and standards of a global luxury leader. Its culture values artistic excellence, precision, client devotion and collaboration across métiers, from creation and retail to communications and operations. For professionals inspired by beauty and innovation, it provides a refined environment where talent contributes to an exacting, poetic vision of contemporary perfumery.

Role & Responsibilities

• Oversee the two Customer Service hubs, based in Paris and the USA, and contribute to continuous improvement of the customer experience.
• Track customer requests using customer service tools, including Salesforce Service Console and ERP.
• Manage order modification and cancellation requests escalated by the two Customer Service hubs within required timeframes.
• Handle and resolve complaints escalated by Customer Service efficiently.
• Work with internal Logistics, IT and Quality teams to resolve complex or specific issues, providing customers with transparent responses tailored to their expectations.
• Release e-commerce customer orders in the systems when needed.
• Ensure the proper management of product returns and refunds for orders placed through the e-commerce site.
• Follow quality standards and internal procedures for customer and request management.
• Monitor the performance of the Customer Service hubs in the USA and international markets, including France; consolidate market performance, analyse KPIs and propose optimisations.
• Write and update procedural articles in Salesforce Service Cloud to enrich the knowledge base available to customer service advisors.
• Analyse B2C customer feedback and identify areas for improvement.
• Summarise customer feedback by issue type and prepare monthly and weekly reports.
• Help collect and analyse customer feedback through various channels, including satisfaction surveys, social media, calls and emails, to improve the offer and internal processes.
• Participate in operational review meetings for the two Customer Service hubs.
• Help coordinate omni-channel CRM projects, including preparing and facilitating workshops, drafting minutes and supporting the creation of presentations.
• Help prepare parcel shipments, checking delivery information and ensuring parcels are dispatched on schedule.

Qualifications

• Currently pursuing a Master’s degree at a business school or equivalent and seeking a gap-year or final-year internship.
• Excellent interpersonal skills and strong organisational abilities.
• Autonomous, rigorous and proactive, with the ability to coordinate different stakeholders in a multicultural environment.
• Fluent English.
• Excellent command of Excel, including pivot tables and advanced functions, and PowerPoint.
• Ideally, an initial six-month experience in digital; interest in discovering CRM and Customer Service.

Skills

Experience

Entry-level; ideally an initial six-month experience in digital.

Education

Currently pursuing a Master’s degree at a business school or equivalent.

Workplace

Culture

Maison Francis Kurkdjian cultivates a refined, creative workplace where olfactory artistry, precision, and innovation are central to every role. As part of the luxury fragrance world, it offers an environment that values craftsmanship, collaboration, and a deep sensitivity to beauty, detail, and client experience.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.