After-Sales Specialist
Do you love all things luxury retail?
Do you consider yourself to be proactive and organised?
Do you have excellent communication and administration skills?
If YES, we may have the role for you…
Luxury department store, Harvey Nichols, is searching for a new After Sale Specialist to join its thriving store fulfilment department in our flagship store, Knightsbridge. Our culture is based on inclusivity; we embrace diversity. Whoever you are, Harvey Nichols has a place for you. As the new After Sale Specialist you will work 37.5 hours a week.
How we reward your hard work…
At Harvey Nichols, we champion career development and are passionate about our people. We will do all we can to support your journey and career path with us. Alongside this you will have access to a world of amazing benefits such as.
You will also have access to charity days, a season ticket/bike loan; learning and development opportunities; to our Employee Assistance Program - Retail Trust and recognition schemes and the opportunity to join one of our employee groups – Wellbeing, Diversity & Inclusion and Sustainability. These are just some of the reasons people join and stay!
About the role…
We are seeking a proactive and customer-focused After-Sales Specialist to manage post-purchase support and build strong, lasting relationships with clients. As well as support stock team to manage damaged stock in the Store. The successful candidate will ensure customer satisfaction, support Sales managers to handle complaints or issues, and coordinate with internal departments to deliver exceptional service and support.
• To manage before and after sale process in the store.
• Serve as the primary point of contact for client’s repairs.
• Address customer inquiries, issues, or complaints in a timely and professional manner.
• Maintain accurate customer records within repair file.
• Collaborate with floor managers, buying team and suppliers to resolve pending cases.
• Prepare after-sales reports and analysis to identify trends or recurring issues.
• Assist in creating and updating documentation such as manuals and service guidelines.
• Manage faulty store stock and keep up with credit / debit notes from and to suppliers.
•Support Ops Manager with managing goods classified as damaged, odd or to be sent to wardrobe malfunctions.
Main duties:
1. Customer Support:
• Assist customers with product-related inquiries after purchase.
• Handle product returns, exchanges, and refunds in line with company policies.
• Provide guidance on product usage, care, and maintenance.
2. Complaint Handling:
• Address and resolve customer complaints in a timely and courteous manner.
• Escalate unresolved issues to appropriate departments if necessary.
3. Warranty & Repair Coordination:
• Process warranty claims and facilitate repair or replacement services.
• Coordinate with suppliers, service centres, or technicians when needed.
4. Service Follow-Up:
• Conduct follow-up calls or messages to ensure customer satisfaction.
• Gather feedback on products and service experience.
5. Documentation & Reporting:
• Maintain accurate records of customer interactions, returns, and service cases.
• Provide regular reports on after-sales trends and common issues.
6. Product Knowledge:
• Stay updated on product features, warranties, and care instructions.
• Educate customers about new or alternative products if replacements are needed.
7. Collaboration:
• Work closely with store staff, inventory teams, and customer service departments.
• Ensure smooth coordination between sales and service teams.
8. Upselling & Relationship Building:
• Promote additional services (e.g., private shopping, stylist club, concierge ).
• Build long-term relationships to encourage repeat business and loyalty.
Is this you?
We are looking for individuals who embrace diversity, love a challenge, are passionate about luxury retail and are looking for something uniquely different.
• Proven experience in customer support, after-sales service, or a related role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to work under pressure and manage multiple tasks simultaneously.
If this sounds like you, we want to hear from you!
Where do I sign?
If you are already thinking of what you will wear on your first day (no we don’t have uniforms) and this role catches your eye, hit the “apply” button below to kick-start your journey with us.
