Summary
The Service Consultant coordinates and manages aftercare service orders to ensure excellent client service and operational efficiency. This role oversees repair workflows, spare parts management, client communication, and quality control across the Aftercare department while supporting revenue generation through up-selling and cross-selling.
Responsibilities
- Coordinate and prioritize service orders and oversee the client repairs process from start to finish
- Provide exceptional client service including status updates and client outreach
- Measure wrist sizes, change straps, and size bracelets and prepare timepieces for shipping and post-transaction
- Manage spare parts catalogue, toolkits, and maintain organization of the Aftercare area
- Perform monthly and weekly audits of repair tools and repair inventory and follow up with vendors
- Utilize up-selling and cross-selling techniques to generate aftercare and special-order revenue
- Maintain PCI compliance, audit policy, and adhere to IT and health and safety procedures
- Recommend and implement process improvements for showroom and aftercare operations
Requirements
- Experience with luxury watches and technical knowledge of timepieces
- Ability to change or size straps and bracelets and perform watch handling tasks
- Strong communication and interpersonal skills for client and interdepartmental liaison
- IT literate and highly numerate with ability to analyze performance metrics
- Project, planning, change and time management capabilities
- Flexible availability including nights, weekends and holidays and ability to stand for long periods
- Knowledge of retail law, health safety, and security requirements
