Summary
The Service Consultant is responsible for ensuring excellent client service by coordinating, prioritizing, and following up on all Service Orders. This role is crucial for maintaining the quality of the aftercare experience and supporting the operational efficiency and revenue generation of the Aftercare department.
Responsibilities
- Identifying and sharing best practices across the business.
- Providing exceptional client service and exceeding expectations.
- Understanding watch functions and teaching others as necessary.
- Measuring wrist sizes, changing straps, and sizing bracelets.
- Utilizing up-selling and cross-selling techniques to generate revenue.
- Communicating status updates with clients, management, and sales associates.
- Conducting client outreach and follow-up to ensure satisfaction and promote further business.
- Maintaining organization of Aftercare area, toolkits, and spare parts catalogue.
- Conducting monthly audits of repair tools and weekly audits of repairs.
- Wrapping timepieces for protection, warranty activation, and preparing shipments.
- Ensuring cohesive working relationships between Aftercare and other departments.
- Responding to client queries within agreed upon timeframes.
- Overseeing the client repairs process from start to finish.
- Handling and resolving client complaints promptly.
- Maintaining documentation, compliance, and audit policy within the Aftercare department.
- Assisting the manager with general fulfilment duties and representing brand values.
- Attending meetings and trainings, and recommending operational improvements.
Requirements
- Experience with luxury watches.
- Technical knowledge of timepieces and ability to change or size straps/bracelets.
- Knowledge of legal requirements related to Retail law, Health & Safety, & Security.
- Ability to manage operating costs and identify efficiency improvements.
- Excellent project, planning, change, and time management capabilities.
- Exceptional communication and interpersonal skills.
- IT literate and highly numerate with analytical skills.
- Results-focused with an understanding of business and client priorities.
- Flexible and adaptable to change.
- Ability to stand for long periods and travel as required.
- Availability to accommodate showroom hours, including evenings and weekends.
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