Personal Shopping Assistant - Maison

Job

Overview

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The Personal Shopper Assistant supports the day-to-day running of customer experiences and back of house operations at Ounass Maison, to provide a seamless luxury journey for Maison clients, digitally assigned clients, brand partners and other stakeholders. Working with the in-house and digital Personal Shopping teams, the role supports hosting of clients for browsing, styling appointments, and events, luxury standards maintenance, VM rotation, delivery processing, appointments and rooms bookings, catering of refreshments, and other ad-hoc work to support the customer journey and the Personal Shoppers' work.

What you'll be doing -

• Scheduling and managing all in-store Personal Shopping (PS) appointments, including room booking, timely receipt of product transfers and catering readiness
• Monitoring and responding to store telephone enquiries regarding orders and appointments
• Assisting Personal Shoppers before and during in-store appointments
• Building and maintaining strong relationships with Ounass Very Important Clients (VICs) and walk-in clients
• Communicating on behalf of Personal Shoppers by telephone, chat or email, ensuring exceptional client service and timely follow-up
• Proactively managing client and Personal Shopper requests, escalations and service cases (order status, exchanges, returns and cancellations), in-store or remotely, including processing in-store returns and exchanges and liaising with the relevant internal departments
• Maintaining the client information database in the internal tracking system, and notifying Personal Shoppers of upcoming client events based on its records
• Coordinating in-store alterations, product transfers, reservations and other client services as required, such as gifting and product sourcing
• Maintaining luxury visual merchandising and product display standards consistent with the positioning of Ounass and its showcased partner brands
• Supporting the back-of-house team in maintaining adequate stock of supplies, stationery and cl…