Summary
The Service Consultant coordinates and manages aftercare service orders to ensure excellent client experiences, operational efficiency, and revenue generation. The role oversees repairs and spare parts, maintains aftercare standards, communicates status updates to clients and teams, and supports showroom operations and compliance.
Responsibilities
- Coordinate and prioritize all service orders and oversee repair processes end to end
- Provide exceptional client service and respond to client queries by telephone or email within agreed timeframes
- Measure wrist sizes, change straps and size bracelets and prepare timepieces for protection and shipping
- Utilize up-selling and cross-selling techniques for aftercare and special order services
- Maintain organization of aftercare area, toolkits and spare parts catalogue and conduct monthly repair tool audits
- Perform weekly audits of repairs and follow up with vendors and clients
- Handle and resolve client complaints with urgency and maintain documentation and compliance records
- Support manager with fulfilment duties and attend departmental and external trainings
- Recommend and implement process improvements to enhance showroom operations
Requirements
- Experience with luxury watches and technical knowledge of timepieces
- Ability to change and size straps and bracelets
- Excellent communication and interpersonal skills
- Strong project planning, time management and analytical abilities
- IT literate and able to maintain secure systems and data
- Ability to manage operating costs and identify efficiency improvements
- Flexible schedule with availability for evenings and weekends and ability to stand for long periods
- Ability to travel when required
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