Service Consultant

As a Service Consultant at Rolex Lenox, you will ensure excellent client service by coordinating, prioritizing, communicating, and following up on all Service Orders. You will be responsible for the quality of each aftercare experience, supporting the organization, workflow, and long-term operational efficiency of the Aftercare department.

• Identify and share best practices throughout the business and demonstrate excellent teamwork.
• Provide exceptional client service by exceeding client expectations.
• Obtain a firm understanding of all watch functions and teach others when necessary.
• Measure wrist sizes, change straps, and size bracelets.
• Utilize up-selling and cross-selling techniques for aftercare and special-order services.
• Communicate status updates with clients, management, and sales associates.
• Conduct client outreach and follow-up to ensure satisfaction of services.
• Maintain organization of Aftercare area and toolkits.
• Perform monthly audit of repair tools and weekly audit of repairs.
• Handle duties such as wrapping timepieces, warranty activation, and shipping repairs.
• Ensure a cohesive working relationship between Aftercare and other departments.
• Respond to client queries by telephone or email within the agreed timeframe.
• Oversee the client repairs process from beginning to end.
• Handle and resolve client complaints with urgency.
• Maintain all documentation and compliance within the Aftercare department.
• Assist the manager with general fulfillment duties.
• Represent company and brand values.
• Attend departmental meetings and represent the brand at internal and external meetings.
• Recommend changes to systems and procedures to improve efficiency.
• Implement the Equal Opportunities policy into daily activities.
• Ensure health and safety compliance for yourself and colleagues.
• Work in accordance with IT policies to ensure data security.
• Complete other projects or tasks as assigned.

• Experience with luxury watches.
• Technical knowledge of timepieces and ability to change or size straps/bracelets.
• Knowledge of legal requirements in Retail law, Health & Safety, and Security.
• Ability to manage and deliver operating costs and identify efficiency improvements.
• Excellent project, planning, change, and time management skills.
• Exceptional communication and interpersonal skills.
• IT literate and highly numerate.
• Results-focused with an understanding of business and client importance.
• Flexible and adaptable to change.
• Required to stand for long periods and travel when required.
• Schedule flexibility and availability for showroom hours, including evenings and weekends.