LVMH Customer Experience Coordinator

About LVMH

LVMH Moët Hennessy Louis Vuitton, the world leader in luxury, unites more than 75 distinguished Maisons across fashion and leather goods, wines and spirits, perfumes and cosmetics, watches and jewelry, and selective retailing. As an employer, the Group offers a uniquely international environment where heritage, creativity, craftsmanship, and entrepreneurial spirit meet. It cultivates exceptional talent through mobility, mentoring, and rigorous learning, while empowering teams to shape the future of desirable, sustainable luxury. LVMH seeks individuals who combine excellence with curiosity, aesthetic sensibility with business acumen, and respect for tradition with the courage to innovate.

Role & Responsibilities

• Professionally manage customer inquiries across omni-channels with primary emphasis on inbound and outbound phone support, supplemented by email, Kakao Talk, and e-retail platform communications
• Address customer inquiries regarding product information, orders, delivery, and promotions tailored to specific channel processes across Department Stores, Brand.com, and E-concession platforms
• Provide accurate product and service solutions to enhance customer satisfaction and resolve inquiries efficiently
• Handle customer claims in accordance with internal policies and escalate complex or sensitive issues to Senior Leadership or relevant departments
• Monitor potential consumer issues that could impact brand reputation and share immediate updates with stakeholders
• Manage daily customer service operations including exchanges, returns, delivery issue resolution, and post-claim follow-ups
• Ensure accurate documentation of consultation history in both Salesforce Service Cloud and local Legacy Systems according to data entry standards
• Compile and process customer inquiry and claim data to create insightful reports for Senior Management and relevant departments
• Analyze Voice of Customer (VOC) data to identify trends and improvement opportunities
• Monitor core customer experience metrics such as NPS and execute practical action items for improvement

Qualifications

• 3–4 years of customer service or related operational experience
• High proficiency in phone support and call handling with capability to manage high-difficulty complaints
• Expertise with Salesforce Service Cloud (SFSC) preferred
• Demonstrated experience with multi-channel communication tools including Kakao Chatbot, email, and telephony systems
• Understanding of corporate Legacy Systems and Order Management Systems (OMS)
• Clear understanding of distribution structures and customer service processes for Department Stores, Brand.com, and E-concession platforms
• Business English proficiency sufficient for understanding global system manuals, email correspondence, and written communication

Skills

Experience

3–4 years of customer service or operational experience, with core expertise in phone support and high-difficulty complaint resolution. Candidates should demonstrate proven ability to manage inquiries across multiple channels and platforms while maintaining strong customer satisfaction standards.

Workplace

Culture

LVMH fosters a culture where creativity, craftsmanship, and entrepreneurial spirit come together across an exceptional portfolio of luxury Maisons. As an employer, it offers a dynamic, international environment that values excellence, innovation, and the transmission of savoir-faire while encouraging each talent to contribute to the long-term desirability of its brands.

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.