Client Services Administrative Executive - Richemont - THAILAND

Offers “Richemont”

Job description

MAIN PURPOSE

To support Customer Service Administration for Thailand market

KEY RESPONSIBILITIES

· Register and manage repairs in the system
· Prepare cost estimates and invoices
· Order spare parts/consumables, follow-up on deliveries/delays and manage returns
· Liaise with Boutiques and Logistics for repairs to be sent to third parties and/or overseas
· Follow-up on repair status with all relevant stakeholders (Boutiques, third parties, overseas...)
· Maintain and communicate end-of-repair date
· Monitor service quality
· Participate to stock-take
· Provide support to Boutiques on processes, policies, systems...
· Train newcomers on CS flows and operations
· Visit regularly Boutiques
· Escalate immediately all issues to management when situation may affect health and safety, process/system compliance, performance, Client satisfaction
· Participate to projects and initiatives to improve/achieve performance objectives
· Perform any other ad-hoc admin duties

KEY INDICATORS

· Leadtime Performance (Maisons’ objective)
· Leadtime Service Level (Client communication)
· Quality Performance (multiple returns, repair warranty, client cases)
· Client satisfaction (Net Promoter Score and Client Barometer)

REQUIREMENTS

· Hands-on PC skills, SAP knowledge is a plus
· Fluent in Thai, Good command of English (Written & Spoken)
· Good interpersonal & communication skills
· Creative candidate with positive and willing to learn attitude
· Multi-tasking ability
· Working well with others or alone in a fast-paced working environment
· Good team player