VIP Aftersales Specialist – Remote

About the role

The VIP Aftersales Specialist provides premium post‑purchase support for high‑value and VIP customers. Working remotely, you will manage inquiries, complaints, and service recovery to protect loyalty and minimise unnecessary returns.

Key responsibilities

• Handle end‑to‑end after‑sales interactions via calls, chat, email, WhatsApp and other channels, covering returns, replacements, refunds, damaged items, delivery follow‑ups and urgent requests.
• Resolve complex complaints, identify root causes and implement service‑recovery actions while maintaining a premium customer experience.
• Use negotiation and objection‑handling techniques to retain customers, offering alternatives such as exchanges, repairs, store credit or alternative products.
• Provide personalized, proactive support to VIP and high‑value orders, ensuring timely follow‑up and case ownership.
• Collaborate with Logistics, Warehouse, Procurement, Suppliers, Finance, Sales and Customer Service teams to expedite resolutions.
• Maintain accurate documentation in the CRM, adhere to SOPs, SLAs and company policies.
• Identify recurring issues and suggest process improvements to boost satisfaction and efficiency.

Required profile

• Strong communication and negotiation abilities.
• Experience in after‑sales or premium customer support.
• Ability to manage multiple channels and prioritize urgent cases.
• Detail‑oriented with a focus on operational compliance.

Required skills

• Proficiency with CRM platforms.