Galeries Lafayette Client Services Associate

About Galeries Lafayette

A confidential luxury fashion maison operating within the global luxury sector. The employer emphasises impeccable client care, refined product knowledge and service standards aligned with haute couture and premium ready-to-wear houses; the role sits within a business that typically forms part of an international luxury group.

Role & Responsibilities

• Serve as a primary point of contact for clients by telephone, email and digital channels, delivering attentive, personalised responses consistent with luxury brand standards.
• Process orders, exchanges and returns accurately and promptly, ensuring complete documentation and adherence to internal policies.
• Manage and update client records within the CRM to preserve conversation history, preferences and purchase activity.
• Resolve customer complaints and escalations with professional de-escalation techniques and timely follow-up; escalate complex cases to management when required.
• Provide expert product information and styling guidance to support sales conversion and client satisfaction.
• Collaborate with retail teams and logistics to coordinate deliveries, stock checks and bespoke client requests.
• Contribute to daily and monthly KPI targets (response times, resolution rates, NPS/CSAT) and participate in performance reviews.
• Support ad hoc projects such as clienteling campaigns, appointment scheduling and post-sale care initiatives.

Qualifications

• Proven interpersonal skills with a strong service mindset and meticulous attention to detail.
• Ability to handle sensitive client interactions with discretion and professionalism.
• Organisational aptitude for managing multiple customer enquiries and administrative tasks concurrently.
• Comfort working to KPI targets and within scripted procedures while maintaining personalised service.
• Flexible approach to working hours, including occasional evenings or weekends as required by retail business rhythms.

Skills

Experience

Typically 1+ years in customer service or retail roles; prior exposure to luxury or premium-brand clientele is advantageous.

Education

High school diploma (Baccalauréat) or equivalent; vocational training in retail, hospitality or customer service preferred.

Workplace

Culture

The organisation cultivates a service-centric culture rooted in discretion, refinement and attention to detail. Teams operate with collaborative professionalism, investing in staff development to sustain the elevated client experience expected of luxury maisons.

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.