Escalation Specialist

Position: 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. 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. Job responsibilities: 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 Additional information: Discover the vibrant work culture at LVSE Explore #LouisVuittonCSCEurope on LinkedIn to see how we thrive
- 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. _LOUIS VUITTON _ MAISON:
- Founded in Paris in 1854, Louis Vuitton perpetuates the ambitious vision of its namesake. From his origins as a master trunk maker, manufacturing boxes used to pack both everyday objects as well as voluminous wardrobes, Louis Vuitton and his successors introduced numerous innovations including the advent of the flat-top trunk, lightweight canvas, signature patterns, and the tumbler lock. Today, Louis Vuitton’s legacy is expressed through its rigorous spirit of innovation, the boldness of its creations and an uncompromising demand for excellence.