[IWC] Customer Service Executive

Job description

The Customer Service Executive(Supervisor) is essential in delivering outstanding customer service and maximizing satisfaction across all channels. This role serves as the primary contact for service inquiries and issues, collaborating with the sales team, Richemont Regional Customer Service (RCS), and IWC HQ Customer Service Team. The Specialist will drive CS performance improvements, implement service tools, and contribute to the development of Care Services.

 

Key Responsibilities:

Customer Service & Satisfaction
• Serve as the main point of contact for all service-related inquiries, including handling customer complaints and troubleshooting product or service issues.
• Collaborate with the sales team, Richemont RCS, and IWC HQ CS Team to ensure seamless service delivery and effective issue resolution.

Performance & KPI Management: 

• Analyze monthly performance data to identify areas for improvement and implement effective solutions.
• Monitor key Customer Service performance metrics (e.g., Repair Order completion rate, lead time, repair quality, and re-registration).
• Be accountable for Customer Service KPIs, including Pre-approval rates, MY IWC registration, CS NPS, Pick-up & Delivery efficiency, and eCS performance
• Ensure adherence to and communication of up-to-date CS Global/Local guidelines.

 

CS Project & Initiatives 
• Lead a local implementation of HQ Customer Service tools and projects
• Monitor and improve customer satisfaction through customers’ feedback posted on/offline as well as a regular survey (HQ, Local) 

 

Qualifications and Skills:
- Over 3-5 years of experience working with clients preferably in luxury retail business
- Strongly client-centric mindset, willingly handle diverse tasks
- Flexibility and strong problem-solving skill in collaboration with other teams
- Good communication skills in both English and Korean
- Good analytical skills. MS Office proficient, with advance level of Excel and Power Point