GRACE is seeking a dynamic Client Operations Specialist, fluent in German, English, and French, for a 6-month fixed-term contract could lead to a permanent position.

This role is not just about customer care; it’s about becoming a GRACE ambassador. You will hold significant responsibilities, delivering an exceptional customer experience that mirrors the excellence of our partner brands. As part of our team, you will play a crucial role in handling client operations. Don’t worry if you’re new to these tasks. We offer thorough training to ensure your success in this role.

Customer Care

In a vibrant, multilingual environment, you will be the primary contact for our customers. Your key responsibilities include:

• Maintaining high-quality relationships with both our clients and the sales advisors of our luxury brand partners.

• Assisting customers who reach out to GRACE Customer Care, providing guidance, and ensuring they receive a seamless omnichannel experience.

• Implementing procedures with a strong focus on service: handling ownership transfers, incident declarations, technical assistance, and addressing dissatisfactions.

• Logging and qualifying customer interactions in Zendesk.

• Escalating recurring issues (such as technical bugs or process inefficiencies) and sharing customer feedback.

Customers operations

Your key responsibilities will include:

• Performing and recording client operations: reporting incidents (loss or theft) and transferring ownership of clients’ personal goods.

• Requesting missing information from clients as needed.

• Assessing cases and ensuring follow-up with clients and relevant entities.

• Provide overall support to the GRACE teams with additional tasks and missions.

Contractual Information

Working Days: Monday to Saturday, with Sunday and one additional day off during the week.

Fixed-Term Contract: 39 hours per week

• Self-driven and well-organized, with a strong desire to grow within the company.

• Possess a natural sense of empathy and kindness, always prioritizing customer satisfaction.

• Excellent interpersonal communication skills.

• Fluency in German and English, both verbal and written.

• Proficiency in standard office software.

• Ideally, previous experience in the hospitality, retail, or insurance sectors, or a related background.

• Experience working with a diverse, international clientele is a plus.

An initial interview with the Head of Customer Experience followed by a second interview with one of the company’s founders.