Kering After Sales Front Office Support

About Kering

Kering is a global luxury group renowned for nurturing some of the world’s most influential Houses in fashion, leather goods, jewelry, and eyewear, including Gucci, Saint Laurent, Bottega Veneta, Balenciaga, and Boucheron. As an employer, Kering offers a distinctive environment where creative excellence, entrepreneurial spirit, and long-term sustainability converge. The Group empowers its talents to shape the future of luxury through innovation, craftsmanship, and responsible business practices. With an international culture grounded in diversity, inclusion, and shared ambition, Kering provides meaningful career opportunities for professionals seeking to contribute to exceptional brands while advancing a more sustainable and imaginative luxury industry.

Role & Responsibilities

• Analyze customer requests and ensure complete and rapid feedback to the Front End in alignment with internal procedures and in collaboration with all After Sales functions (Front End, Back Office, Production Business Unit/Repair Centres)
• Open and manage service tickets for customer inquiries, ensuring timely processing
• Receive and validate tickets from front-end operators
• Evaluate tickets and technical issues via photographs and/or physical inspection
• Estimate potential repair costs and service timelines
• Route tickets and damaged products to appropriate departments or repair centers
• Manage ordering and planning of spare parts inventory
• Escalate complex or urgent requests as needed
• Close and resolve tickets following company procedures
• Monitor the After Sales process continuously, ensuring system updates to achieve defined SLAs and maintain traceability
• Ensure correct application of brand policy across all customer interactions

Qualifications

• Bachelor's degree or equivalent qualification
• Proven experience in Customer Service or After Sales operations
• Strong customer orientation and demonstrated interest in after-sales services
• Fluency in English and Italian (written and spoken)
• Proficiency with Microsoft Office suite
• Excellent communication, persuasion, and presentation skills
• Ability to work independently in a multi-tasking environment
• Capability to perform effectively under pressure in a fast-paced setting
• Strong attention to detail and accuracy
• Consolidated problem-solving capabilities

Skills

Experience

Experience in customer service or after-sales support operations, with demonstrated ability to manage customer requests, process service tickets, and coordinate with multiple internal departments. Ideally, exposure to luxury brand environments and omnichannel customer service in a global setting is advantageous.

Education

Bachelor's degree

Workplace

Compensation

The base compensation for this position is EUR 26,000 per annum.

Benefits

National Collective Labour Agreement (CCNL) benefits for manufacturing industries; annual bonus opportunity according to internal company agreement; company canteen and additional initiatives in accordance with company policies

Culture

Kering fosters a dynamic, purpose-driven culture where creativity, entrepreneurship, and collaboration support the distinct identities of its luxury Houses. As an employer, the Group places strong emphasis on sustainability, diversity, and talent development, encouraging people to innovate responsibly while contributing to the future of modern luxury.

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.