SummaryThe Service Consultant ensures excellent client service to all internal and external clients by coordinating, prioritizing, communicating, and following up on all Service Orders. They are responsible for the quality of each aftercare experience, ensuring department standards align with company strategy. This role supports organization, workflow, special order/spare parts management, long-term operational efficiency, and revenue generation throughout the Aftercare department.
Responsibilities- Identify and share best practices throughout the business, demonstrating excellent teamwork across the showroom and support services.
- Provide an exceptional client service experience 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 to generate revenue.
- Maintain constant and clear communication regarding status updates with clients, management, and sales associates.
- Conduct client outreach and follow-up to ensure satisfaction of services and promote further business.
- Maintain organization of Aftercare area and toolkits as well as spare parts catalogue.
- Perform monthly audit of repair tools and weekly audit of repairs via Perpetual Inventory.
- Oversee the client repairs process from beginning to end.
- Handle and resolve client complaints with urgency.
- Maintain all documentation, objectives, initiatives, PCI compliance, and audit policy 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 and trainings.
- Recommend changes to systems and procedures to improve showroom operations efficiency.
- Implement the Equal Opportunities policy into daily activities.
- Ensure personal and colleagues' health and safety in accordance with directives.
- Work in accordance with IT policies to ensure all new systems and data are secure.
Requirements- Experience with luxury watches and technical knowledge of timepieces.
- 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, identifying suitable efficiency improvements.
- Excellent project, planning, change, and time management capabilities.
- Exceptional communication and interpersonal skills.
- IT literate and highly numerate with ability to analyze performance and make effective decisions.
- Results-focused, understanding business and client priorities.
- 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.
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