Customer Service Advisor

Job description

OBJECTIVES

 

·  Responsible for the after-sales services & repairs to customers visiting both

Panerai ION & MBS Boutiques

·  To provide excellent customer service in communicating directly with customers in person or via

Phone/email.

·  Provide distant support to Pavilion Boutique Malaysia on after sales matters whenever required
·  Support as advisory role on after sales matters to 3rd party SAV in the region

 

KEY RESPONSIBILITIES

 

CUSTOMER SERVICE/SAV

 

·  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 watchmakers and our

regional Richemont CS Centre

·  To work together with 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 provide excellent and personalised customer service to all customers, in person, on the

phone, by email and to handle customer's complaints & concerns raised

·  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 inorder to not penalize customer and KPI 's
·  To support sales team/retail operations at the shop floor when the store is busy

 

INVENTORY MANAGEMENT

 

·  To ensure that all incoming shipment are cleared
·  Prepare outgoing shipment to HKG and Manufacture
·  Follow-up with overseas quotation and repairs
·  Perform stock take for spare parts when required
·  open delivery of spare parts within the day in order to keep storage boxes of the spare part

(kit) replenished at all times

 

 

 

 

 

 

 

 

GENERAL ADMINISTRATIVE DUTIES

 

·  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 Malaysia team on a regular basis for product knowledge, updates & service information
·  To perform regular & proper housekeeping practices to ensure Service Centre is kept clean &

tidy at all times

·  Perform stock count as & when required by management
·  Perform ad-hoc duties & requests (relating to Retail Operations) as required by management

 

REQUIREMENTS

 

·  Customer-centric and people-oriented mindset
·  Can do attitude coupled with the ability to remain firm is key
·  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