Back Office Operations Advisor
LOUIS VUITTON
Brussels
6 dagen geleden

Position

In the Client Services, part of the back office team, you will ensure that all LV Europe e-Commerce operations are processed with efficiency, you will as well interact with our clients providing them with the best experience, with third party vendors and with cross functional teams :

  • Perform fraud prevention activities, order review and processing as well as researching and solving post sales issues
  • Act as first point of contact for and offer a support role towards the Front Office team to answer all questions related to e-Commerce orders
  • Hold morning briefs and training session for the e-Commerce country Front Office advisors
  • Follow up on and track resolution of clients’ order-related complaints
  • Actively monitor the order flow lifecycle and identify any stuck orders
  • Act as point of contact for queries by accounting department
  • Follow up & resolution of shipment and delivery issues
  • Monitor and process returns, exchanges and refunds
  • Fraud screening : accurately review all order data using a variety of tools to identify high risk transactions
  • Analyze fraud data in order to identify and counter behavioral patterns
  • Represent chargebacks and claims to minimize financial loss
  • Liaise closely and cross-functionally with other teams and departments within Vuitton (e.g; Country HQ, Accounting, Warehouse, AMS / Osiris, Stores) as well as external service providers
  • Technical troubleshooting and raising of incidents as well as some testing on new launches
  • Profile

  • Bachelor’s degree required.
  • Experience or knowledge of fraud trends and behaviors, and credit card industry
  • Good knowledge of cultural and geographical specificities of the ecommerce countries
  • Ability to use good, sound judgment to evaluate situations in decision-making
  • Excellent organization and prioritization skills; ability to multi-task and detail orientation
  • Work autonomously and demonstrate a positive and enthusiastic attitude
  • Strong internet research and overall computer proficiency skills are a must
  • Ability to work independently as well as closely with other team members.
  • Capable of treating an important mass of information simultaneously
  • Ability to meet deadlines in a fast paced and multicultural environment
  • Flexibility and willingness to adjust to organizational needs, particularly during peak seasons (also weekends and public holidays)
  • Excellent listening, written and verbal communication skills, ability to effectively communicate detailed, complex information via phone or email
  • Proficient in French and English, plus any other language(s) a plus.
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