Escalation Specialist

About the role

Louis Vuitton is seeking an Escalation Specialist to join its UK market digital team based in Brussels. The role focuses on managing complex client escalations, ensuring swift resolution, and maintaining the brand’s high standards of luxury service.

Key responsibilities

• Act as the primary point of contact for client escalations, handling complaints with professionalism, urgency, and discretion.
• Take full ownership of issues, collaborating with cross‑functional teams, store managers, DCS, and the UK Client Services Manager to achieve rapid resolutions.
• Coach and mentor Client Advisors on handling challenging conversations and the escalation process.
• Design, deliver, and continuously improve escalation training for new starters.
• Support operational actions using tools such as Denodo and maintain store communications via WhatsApp.
• Conduct call evaluations to ensure compliance with quality, brand, and process standards.
• Analyse data and performance metrics to identify trends, risks, and opportunities, translating insights into actionable strategies.

Required profile

• Fluent English speaker with excellent written and verbal communication skills.
• Strong problem‑solving mindset and ability to stay composed in complex situations.
• Client‑first attitude, empathy, and a commitment to delivering exceptional service.
• Detail‑oriented and able to manage multiple priorities simultaneously.
• Proactive team player who can build trusted relationships across the organization.

Required skills

• Denodo
• WhatsApp