Client Care Advisor

Job description

Client Care Advisor

Reporting to: Aftercare Client Relations Manager

Location : Kings Hill, Kent (Hybrid)

Contract type : Perm

 

Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which customers can buy and sell luxury pre-owned watches. With thousands of watches available from over 50 brands along with modern boutiques located across the UK, Watchfinder also boasts a manufacturer certified Service Centre. Watchfinder has truly established itself as the top pre-owned watch specialist.

 

Role Insight

As a client care advisor at Watchfinder, you will play a vital role in delivering an exceptional experience to every customer. Acting as the first point of contact for service-related enquiries—including warranty claims, aftersales support, and account management—you’ll ensure our customers feel valued, supported, and confident in their journey with us.

Using our customer management system, Zendesk, you’ll provide efficient and personalised assistance, resolving issues with empathy, professionalism, and a proactive mindset. Your ability to build trust and communicate clearly will directly influence customer satisfaction and loyalty.

Customer service is at the heart of what we do, and your contributions will have a meaningful impact on the overall success of the business. By delivering outstanding service and capturing customer insights, you’ll help shape improvements in our processes and policies, driving continuous enhancements in the Watchfinder experience.

Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which customers can buy and sell luxury pre-owned watches. With thousands of watches available from over 50 brands along with modern boutiques located across the UK, Watchfinder also boasts a manufacturer certified Service Centre. Watchfinder has truly established itself as the top pre-owned watch specialist.

 

Role Insight

As a client care advisor at Watchfinder, you will play a vital role in delivering an exceptional experience to every customer. Acting as the first point of contact for service-related enquiries—including warranty claims, aftersales support, and account management—you’ll ensure our customers feel valued, supported, and confident in their journey with us.

Using our customer management system, Zendesk, you’ll provide efficient and personalised assistance, resolving issues with empathy, professionalism, and a proactive mindset. Your ability to build trust and communicate clearly will directly influence customer satisfaction and loyalty.

Customer service is at the heart of what we do, and your contributions will have a meaningful impact on the overall success of the business. By delivering outstanding service and capturing customer insights, you’ll help shape improvements in our processes and policies, driving continuous enhancements in the Watchfinder experience.

 

Roles and Responsibilities

·       Handling all aftersales enquiries from customers, including warranty claims and complaintsfrom initial contact through to conclusion

·       Managing sold warranty watches for investigation and repair.

·       To develop a strong understanding of how stock, warranty and external repairs are processed, enabling clear communication to our warranty claim customers through proactive updates on progress

·       Supporting our International and Boutique teams with all aftersales processes, ensuring they are able to provide clear and proactive updates to their customers and providing guidance on policies and procedures

·       Handling a wide range of aftersales queries, for example link requests, valuation and arranging collections

·       First level support for customer complaints, demonstrating empathy and a professional approach to capturing the details, resolving the issue wherever possible, but recognising when escalation is required and following up with the relevant manager promptly to do so

·       Liaise with cross-functional teams, including Servicing, Dispatch, Sales and Purchasing, and directly with manufacturers to ensure we have the right information, at the right time, to enable effective updates to customers across a range of topics

·       Effectively prioritising workload to ensure the most urgent enquiries are handled with priority, multi-tasking across different disciplines as and when required

 

About you…

·       Experience working within a fast-paced, multi-channel service environment

·       Excellent organisation and time management skills, with the ability to multi-task and prioritise effectively

·       Confident and professional communication skills with the ability to listen

·       You are a customer advocate who can demonstrate empathy, whilst balance the needs of the business and applying key policies

·       Resilient and confident when dealing with customer complaints

·       Proficient using Microsoft Outlook, Word and Excel

·       Knowledge of e-commerce or retail would be beneficial, but not essential

 

How do we keep you smiling?

·  Learn from experienced colleagues in a welcoming and pioneering Aftercare department
·  Have access to regular learning & development, workshops and head office social

 

Interview Plan

1st Stage – Video or in-person interview with the Aftercare Client Relations Manager

2nd Stage – in-person interview with the Head of Client Ralations.

 

Your journey with us

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals.