Summary
The Service Consultant coordinates and manages aftercare and repair services for luxury timepieces, ensuring exceptional client experiences and adherence to department standards. They handle service order workflow, parts management, client communication, and revenue generation through aftercare and special orders. The role supports operational efficiency, compliance, and collaboration with service centers and boutique teams.
Responsibilities
- Coordinate and oversee service orders from intake through completion, including prioritization and follow-up.
- Provide exceptional client service with clear status updates and outreach to ensure satisfaction.
- Measure wrists, change straps, and size bracelets; prepare, wrap, and activate warranties for timepieces.
- Manage spare parts catalogue and toolkits, perform monthly audits of repair tools and weekly repair inventory checks.
- Prepare and ship repairs, liaise with external service centers and vendors, and maintain departmental audits and PCI compliance.
- Utilize upselling and cross-selling techniques for aftercare and special-order services to generate revenue.
- Recommend and implement process and system improvements to improve showroom operations.
Requirements
- Experience with luxury watches and technical knowledge of timepieces, straps, and bracelets.
- Ability to change and size straps/bracelets and perform basic aftercare tasks.
- Excellent communication, interpersonal, planning, and time-management skills.
- IT literate and highly numerate with ability to analyze performance and deliver KPIs.
- Knowledge of retail law, health & safety, and security requirements relevant to the role.
- Ability to work a flexible schedule including nights, weekends, and holidays and to stand for long periods.
- Results focused, adaptable to change, and able to collaborate across departments and with service centers.
