SummaryThe Service Consultant is responsible for ensuring excellent client service by coordinating, prioritizing, communicating, and following up on all Service Orders. This role supports the organization, workflow, special order/spare parts management, and long-term operational efficiency within the Aftercare department.
Responsibilities- Identify and share best practices across the showroom and support services.
- Provide exceptional client service by exceeding client expectations.
- Understand 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 and promote further business.
- 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 preparing 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 documentation, objectives, initiatives, 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 or trainings.
- Recommend changes to systems and procedures to improve showroom operations.
- Implement the Equal Opportunities policy into daily activities.
- Ensure health & safety compliance for self and colleagues.
- Work in accordance with IT policies to secure new systems and data.
- Complete other projects or tasks as assigned.
Requirements- Experience with luxury watches and technical knowledge of timepieces.
- 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 priorities.
- Flexible and adaptable to change.
- Ability to stand for long periods and travel when required.
- Schedule flexibility to accommodate showroom hours, including evenings and weekends.
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