Job Objective

The Service Consultant ensures excellent client service to all internal and external clients by coordinating, prioritizing, communicating, and following up on all Service Orders. They will be responsible for the quality of each aftercare experience, ensuring the department standards are in line with company strategy. This role supports the organization, workflow, special order/spare parts management long-term operational efficiency, and generation of revenue throughout the Aftercare department.

Responsibilities

• Identifying, sharing best practices throughout the business, and demonstrating excellent teamwork across the showroom and support services.
• Provide an exceptional client service experience by exceeding client expectations.
• Obtain a firm understanding all watch functions and ability to teach others when necessary.
• Measuring wrist sizes, changing straps and sizing bracelets.
• Utilize up-selling and cross-selling techniques for aftercare and special-order services to generate revenue.
• Constant and clear communication regarding status updates with clients, management and sales associates on an as needed basis.
• Client outreach/follow up to ensure satisfaction of services and to promote further business.
• Maintain organization of Aftercare area and toolkits as well as spare parts catalogue.
• Monthly audit of repair tools.
• Weekly audit of repairs via Perpetual Inventory and bi-weekly follow-up with repairs at vendors/clients.
• Duties such as but not limited to wrapping timepieces for protection, warranty activation, preparing timepieces post-transaction, preparing and shipping repairs.
• Ensure a cohesive working relationship between Aftercare and other departments/boutiques
• Ensure a strong and collaborative relationship with the Service Centers.
• Respond to client queries by telephone or email within the agreed upon timeframe.
• Oversee the client repairs process from beginning to end.
• Handle and resolve client complaints with a sense of urgency.
• Maintain all documentation, objectives, initiatives, PCI compliance and audit policy within the Aftercare department.
• Assist the manager with general fulfilment duties.
• Represent company and brand values.
• Attend departmental meetings, represent the brand at interna external meetings and or trainings.
• Recommend changes to systems and procedures to improve the efficiency of the showroom operations. Continually review operational practices to ensure best practice is delivered at all times.
• Implement the Equal Opportunities policy into your daily activities whenever possible.
• Be responsible for your own health & safety and that of your colleagues, in accordance with the Health & Safety and relevant directives.
• Work in accordance with IT policies and to ensure all new systems and data are secure.
• Other projects or tasks as assigned.

Knowledge and Skills
Preferred Experience

• Experience with luxury watches.
• Technical knowledge of timepieces and ability to change or size straps/bracelets
• Knowledge of legal requirements surrounding their role particularly in the areas of Retail law, Health & Safety, & Security.

Required Skills

• Ability to manage and deliver operating costs, identifying suitable efficiency improvements.
• Excellent project, planning, change and time management capabilities.
• Exceptional communication and interpersonal skills.
• IT literate.
• Highly numerate with ability to understand and analyze performance and make effective decisions to ensure KIPs are delivered.
• Results focused, understanding what is important to the business and to the client.
• Flexible/Adaptable to change.

Physical Requirements

• Required to stand up for long periods of time
• Ability to travel when required

Working Conditions and Environment

• Schedule flexibility and availability required to accommodate showroom hours, including evenings and weekends