Le Bon Marché After-Sales Advisor

About Le Bon Marché

Le Bon Marché is an iconic Parisian department store known for its curated mix of fashion, design, beauty and gastronomy and for cultivating a distinct cultural identity on the Rive Gauche. Operating within the Groupe Bon Marché and the selective retail distribution sector, the maison emphasises refined customer service, cross‑disciplinary merchandising projects and a commitment to creativity and craftsmanship.

Role & Responsibilities

• Handle incoming after‑sales requests and complaints from the boutique, telephone, email and post, ensuring timely acknowledgement and resolution.
• Manage and update daily administrative and accounting files related to after‑sales cases (notes of credit, refunds), and follow up with store teams, accounting and purchasing assistants to close dossiers.
• Act as the liaison between store departments and the after‑sales team to ensure clear communication with sales advisors and floor managers about ongoing cases.
• Proactively support clients through case resolution to secure satisfaction and retention, and promote the store’s services, brands and customer advantages.
• Develop, maintain and update SAV reference documentation, including procedures and supplier contact directories.
• Propose process improvements to enhance the after‑sales client experience and participate in projects to optimise service delivery.
• Welcome, integrate and contribute to the training of new team members under the supervision of the Assistant Manager and Director of Customer Service.

Qualifications

• First experience in after‑sales or customer service preferred; demonstrable ability to manage customer claims and administrative follow‑through.
• Excellent spoken and written communication skills with professional poise and diplomacy.
• Strong client orientation, interpersonal skills and capacity to work collaboratively with in‑store teams.
• Highly organised, rigorous and results‑driven with the ability to prioritise multiple cases.
• Proactive, adaptable and dynamic; able to propose practical improvements to processes.
• Fluent in English (oral and written).

Skills

Experience

Entry‑level: suitable for candidates at the start of their career; a first professional experience in after‑sales or retail customer service is advantageous but not mandatory.

Education

High school diploma (Baccalauréat) or equivalent; post‑secondary training in retail, customer service or a related discipline is a plus.

Workplace

Culture

Le Bon Marché cultivates a culturally rich, client‑centric environment that blends art, fashion and gastronomy. The maison values creativity, cross‑disciplinary collaboration and respects diversity and inclusion in recruitment and career development.

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.