Galeries Lafayette Customer Service Representative
Luxury fashion house — Paris: Customer Service Representative (CDI 35h). Handle client enquiries, orders and after‑sales for a leading luxury brand.
Overview
A prestigious luxury fashion house operating within an international luxury-group environment. The employer is committed to exceptional craftsmanship, bespoke client relationships and maintaining exacting standards across retail, e‑commerce and client services.
Role & Responsibilities
- Respond to inbound client inquiries via phone, email and chat, delivering personalised, high‑touch service consistent with luxury brand standards.
- Manage order processing, shipment follow‑up, exchanges, returns and after‑sales interventions; maintain accurate case tracking until resolution.
- Maintain and enrich client dossiers in the CRM to support sales, VIP servicing and personalised communications.
- Escalate complex or sensitive issues to management and cross‑functional teams (logistics, boutiques, product teams) and follow through to resolution.
- Meet individual and team KPIs for response time, customer satisfaction and case resolution; contribute to continuous improvement of processes and scripts.
Qualifications
- Excellent oral and written communication, with a professional demeanour suited to high‑net‑worth clientele.
- Strong client orientation with proven ability to manage sensitive or escalated requests calmly and effectively.
- Attention to detail and accuracy in data entry and order handling.
- Ability to work a 35‑hour week (CDI) and to adapt to periodic peak volumes (product launches, sales periods).
- Fluent French is strongly preferred; additional languages are an asset.
Skills
Experience
Preferably 1–3 years' experience in customer service or client relations, ideally within luxury retail, fashion or premium e‑commerce environments; experience handling high‑value clientele and complex service cases is advantageous.
Education
High school diploma (Baccalauréat) or equivalent; vocational training or certification in customer service, retail or hospitality is desirable.
Workplace
The role is situated in Paris, Île-de-France, France. There are currently 3.349 open positions in Paris on Cerulean, with 56 added recently. Within Île-de-France, Cerulean currently features 3.763 open roles, including 73 recent additions. Across France, Cerulean lists 4.322 open roles — 87 of them newly added.
Culture
The workplace emphasizes discretion, polished client communication and meticulous attention to detail in every interaction. Employees operate within a collaborative team that supports elevated client experiences and ongoing professional development typical of luxury houses.
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.