Summary
The Service Consultant manages aftercare service orders and delivers exceptional client service for luxury timepieces at the boutique. This role coordinates repairs, spare parts, audits, and communications to ensure quality aftercare while supporting operational efficiency and revenue generation through upselling and special-order services.
Responsibilities
- Coordinate, prioritize, and follow up on all service orders and repairs from initiation to completion.
- Provide exceptional client service, including status updates, outreach, and follow-up to ensure satisfaction.
- Measure wrist sizes, change straps, and size bracelets; prepare and wrap timepieces for protection and shipping.
- Maintain aftercare area, toolkits, spare parts catalogue and perform monthly/weekly audits of tools and repairs.
- Manage special-order and spare parts processes and liaise with service centers and vendors.
- Utilize upselling and cross-selling techniques for aftercare and special-order services to generate revenue.
Requirements
- Experience working with luxury watches and technical knowledge of timepieces.
- Ability to change and size straps/bracelets and perform basic aftercare tasks.
- Strong client service, communication, and interpersonal skills.
- IT literate, highly numerate, and able to analyze performance and deliver on KPIs.
- Knowledge of relevant retail law, health & safety, and security requirements.
- Ability to work a flexible schedule including nights, weekends, and holidays and to stand for long periods.
