Client Care Specialist (1-Year Contract)

Job description

TITLE                                   Client Care Specialist  

REPORTING LINE                Boutique Manager

                            

OBJECTIVES

 

·  To provide excellent customer service in communicating directly with clients from an omnichannel perspective: in store, phone ,and/or email.
·  Responsible for the follow-up & client facing communications, regarding after-sales services & repairs of Singapore clients. 
·  Provide advisory support to the regional boutiques and retail partners in the region 
·  Monitoring Net Promoter Score and encouraging more client satisfaction in partnership with retail teams  
·  Manage phone/email enquiries on products/clients related matters, and assisting with boutique appointments.

 

KEY RESPONSIBILITIES

 

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 another language 
·  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