Watchmaker Level 2

Job description

Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre-owned watch specialist.

* Provide advanced product/service information and respond to complex customer questions about the product/service.
* Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
* Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
* Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.
* Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
* Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
* Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
* Maintain and lead periodic check-ins with non-key customers to ensure they're receiving the most value from the product/service.
* Present additional products/services during service interactions that could benefit the customer.
* Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.