Galeries Lafayette Customer Service Representative
Confidential luxury brand in Paris seeks a Customer Service Representative (full‑time) to manage client enquiries and after‑sales with impeccable service.
Overview
A prestigious French luxury Maison operating within the global luxury ecosystem, the employer places craftsmanship, refined client relationships and elevated service at the centre of its proposition. The organisation combines heritage savoir‑faire with modern retail and digital clienteling to serve an international, high‑net‑worth clientele.
Role & Responsibilities
- Respond to client enquiries across phone, email and live chat with a polished, brand‑aligned tone; ensure timely resolution and high customer satisfaction.
- Manage order processing, tracking, exchanges and returns accurately in the company systems; liaise with logistics and retail teams to expedite client requests.
- Maintain and update client records and interactions within the CRM; record preferences and opportunities for future clienteling and follow‑up.
- Handle complaints and complex cases with empathy and escalation where necessary; protect brand reputation by delivering thoughtful solutions.
- Collaborate with in‑store teams and commercial departments to support promotions, product launches and VIP services.
- Meet service KPIs (response times, CSAT, first‑contact resolution) and contribute to continuous improvement of processes and scripts.
Qualifications
- Proven experience in customer service or after‑sales support, preferably within luxury retail, fashion or premium retail environments.
- Excellent verbal and written communication in French; professional working knowledge of English preferred.
- Demonstrated client‑centric mindset with polished interpersonal skills and attention to detail.
- Ability to manage multiple channels simultaneously and to prioritise under pressure while maintaining service quality.
- Comfortable working with CRM systems and following strict data‑protection and confidentiality procedures.
Skills
Experience
Typically 1–3 years of customer service or after‑sales experience, ideally within luxury goods, fashion retail or premium e‑commerce environments.
Education
High school diploma or equivalent; vocational training or a diploma in retail, customer service or a related field is advantageous.
Workplace
The role is situated in Paris, Île-de-France, France.
Culture
The workplace emphasises refinement, discretion and a relentless focus on client experience characteristic of luxury Maisons. Teams combine traditional service standards with modern multichannel sales and are expected to operate with professionalism, attention to detail and collaborative spirit.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Galeries Lafayette, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Client Services Advisor», «Customer Care Associate», «After‑Sales Advisor», «Client Relations Representative», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.