Poste
We are looking for an Escalation Specialist to join our UK market digital team based in Brussels. We are looking for someone who will bring expertise, composure, and a client-first mindset to every interaction. This role is for a natural problem solver who thrives in complex situations, manages escalations with professionalism, and ensures that every client feels heard, valued, and cared for.
The ideal candidate will be a fluent English speaker, capable of high-level communication across the organization, and exceptionally thorough in their approach.
At Louis Vuitton, this position offers the opportunity to directly impact client satisfaction and reinforce our reputation for excellence. You will work closely with internal teams and Client Advisors, providing guidance, resolution, and support to create seamless client journeys. If you are motivated by solving challenges, coaching others, and delivering exceptional service, this role allows you to elevate the Maison’s standard of digital care.
Missions
Escalation Management & Leadership
Serve as the primary point of contact for escalations, expertly managing and resolving client complaints with professionalism, urgency, and discretion
Take full ownership of client issues, collaborating seamlessly with cross-functional teams to ensure swift and effective resolution, and working closely with different stakeholders, Team managers, DCS and stores while reporting directly to the UK Client Services Manager
Deliver a consistently exceptional client experience, embodying the Maison’s service standards and luxury values at every touchpoint
Build and maintain strong, trusted relationships with the head office, Warehouses, Back Office, and other key stakeholders across the organization
Provide proactive support to the team across all queues, adapting to business needs and ensuring continuity of service
Coach and mentor Client Advisors on handling complex conversations, challenging interactions, and the escalation process
Design, deliver, and continuously refine escalation training for new starters, ensuring alignment with current procedures and best practices
Assist Team Managers with operational actions (Denodo, OE’s) and maintain effective store communications via WhatsApp
Conduct comprehensive call evaluations to ensure adherence to quality, brand standards, and process compliance
Client Experience & Service Excellence
Manage highly complex client situations with empathy, professionalism, and sound judgment, ensuring every interaction reinforces trust and loyalty
Lead service recovery efforts that reflect the Maison’s premium standards and client-centric approach
Consistently translate brand values into tangible, memorable, and personalized client interactions that reinforce the luxury experience
Operational & Analytical Skills
Leverage data, reporting, and performance metrics to identify trends, risks, and opportunities within escalation management
Translate insights into actionable strategies and process improvements that enhance client experience and operational efficiency
Maintain detailed, structured documentation and process guidelines to support consistency, team learning, and ongoing service excellence
Communication & Collaboration
Demonstrate exceptional verbal and written communication skills, capable of influencing and aligning stakeholders at all levels
Foster a culture of knowledge sharing, coaching, and continuous development within the Client Service Center
Informations complémentaires
Discover the vibrant work culture at LVSE! Explore #LouisVuittonCSCEurope on LinkedIn to see how we thrive
Louis Vuitton Services Europe is an equal opportunity employer committed to diversity and inclusion in the workplace. We celebrate the unique perspectives and talents of our team members and welcome applications from individuals of all backgrounds.
At LVSE, we are committed to integrating sustainability into every aspect of our operations, ensuring that our practices reflect our dedication to environmental responsibility and contribute to a more sustainable future.
If you require any support or access accommodations, we encourage you to advise us so that we can support you through your recruitment journey.
