Client Care Specialist

Job description

Founded in 1860 in Florence as a workshop, shop and subsequently school of watch-making, Panerai is renowned for producing high-precision instruments for the Italian Navy with a pulse on innovation and function. Protected by military secrets, these creations were only launched in the International market when the brand was acquired by Richemont Group in 1997.

Today, the Maison advances through cutting-edge research, sustainability, and empowering modern heroes with a team that passionately brings value to Panerai's distinctive mix of Italian spirit and Swiss watchmaking excellence.

CUSTOMER SERVICE

• To provide professional technical assessment & services to customers for all after-sales

service & repair at all times, with the help and expertise of our Panerai watchmaker and the

regional Richemont CS Centre

• To work together with the Boutique team to prioritise all after-sales service & repair requests

received from customers.

• To ensure timely completion of all after-sales services & repairs in accordance within stipulated

time line

• To ensure smooth co-ordination & communication with both retail team & customer for all

services/repairs handled

• To train retail team in order to ensure consistency in terms of maintaining good customer

service at all times

• To document clearly service/repair information on the Service Order Form for proper record,

follow-up & communication with customer thereafter

• To be responsible & accountable for all customer's products received for services/repair and to

handle them with due care according to compliance

• To closely work with Richemont CS centre and the watchmaker present at the boutique to

ensure an efficient flow between Boutique and CS Centre

• To ensure that all the necessary updates in the various system are done in a timely manner
• To support sales team/retail operations at the shop floor when needed.

GENERAL DUTIES

• Monthly monitoring of NPS / other omnichannel client review sources, related to CS, and to highlight, propose actions to limit such detractors
• Manage any client enquiries relating to new product launches, after sales support, and to assist with scheduling of client appointments instore.
• To ensure Service Order Forms are issued, handled & recorded promptly & clearly to facilitate

easy follow-up & timely update by Boutique Staff

• To ensure Tax Invoices are issued accordingly on a daily basis for all chargeable

services/repairs rendered with the corresponding payment received from customer.

• All Tax invoices issued are to be submitted to accounts on a daily basis and cash on hand are

to be banked-in on a weekly basis

• To update oneself, Singapore and SEAP Boutique teams on a regular basis for product knowledge, updates & service information
• Act as central custodian for SEAO on product issues in the region and to represent during HQ SAV calls.
• Perform regular stock count.  
• Perform ad-hoc duties & requests (relating to Retail Operations) as required by management

INVENTORY MANAGEMENT

• Ordering and maintenance of spare parts inventory
• To ensure that all shipments related to spare parts stock, and after sales are in order
• Follow-up with overseas quotation and repairs
• Perform stock take for spare parts when required

REQUIREMENTS

• Customer-centric and people-oriented mindset
• English proficiency, and Chinese/Malay/Indian language skills an advantage 
• Min. 3 years' experience in Customer Service I SAV frontline role
• Strong follow up skills and initiatives to resolve CS or work related issues
• Problem solving skillset
• Strong communication skills, both verbal and written
• Able to work independently and as a team
• Amicable and outgoing personality
• Proficient with MS Office Applications

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