The purpose of this role:
Reporting to the Customer Service Administration Manager, the individual supports the team of Customer Service Advisors (CSA) to ensure the effective and efficient functioning of the CSA team. The role oversees the CSA team to maintain smooth daily front-of-the-office customer service operations, including customer reception, receiving of watches, quotation preparation, invoicing, payment collection, watch collection, and sending out battery replacement reminder notices to clients. While the role primarily involves day-to-day operational duties within these activities, it also includes mentoring the team, reviewing submissions for accuracy, and participating in continuous improvement initiatives.
Main Duties:
Client Relationship Management
- To receive, assist, and deliver best-in-class service and customer care to all clients sending their watches to the Service Centre.
- Preparing Immediate Estimates where applicable and obtaining the customer's approval to proceed with the repair.
- To hand over completed watches to customers at the time of collection and ensure accurate invoicing and payment settlement.
- Possess exceptional communication and interpersonal skills tailored to Ultra High Net Worth clients, including correspondence via email.
- Ability to deliver personalised, discreet, and premium customer experiences.
- Skilled in managing expectations regarding repair timelines, costs, and service outcomes.
- Ability to handle challenging customers and resolve complaints professionally and swiftly to achieve mutually beneficial outcomes.
Technical Coordination
- Ability to interpret technical diagnostic reports and clearly explain them to clients.
- Collaborate with watchmakers, technicians, and other departments to meet the customer's request.
- Knowledge of teh warranty policies, service protocols, and after-sales support.
Operational & Administrative Management
- Maintain accurate documentation of service requests, estimates, and customer communications.
- Ensure all watches received are registered with a Repair Order (RO), and that each RO is opened promptly and accurately.
- Prepare an Immediate Estimate where applicable and obtain the customer's approval to proceed with the repair.
- Liaise with customers regarding repair quotations and confirmation, as well as repair status, and ensure proper and timely follow-up.
- Ensure ROs are completed and closed promptly and accurately after repair completion.
- Prepare watch repair quotations and completion reports for local repairs.
- Conduct daily cash sales settlement and reconciliation for invoices and payments, including investigating and resolving discrepancies, to verify that all transactions for the day are accurate and accounted for.
- Monitor repair delays from the company's workshop.
- Coordinate repair issues with the company's workshops.
- Actively participate in activities aimed at process optimisation and continuous improvement.
- Oversee the CSA team to ensure the smooth day-to-day running of front-of-house customer reception operations.
Mentoring
- Guiding the Service Advisors team to raise service standards and enhance luxury client management.
- Serving as a liaison between the Service and other departments.
Requirements
- Recognised Diploma in any discipline or Higher NITEC in Service Management.
- 5 years experience in a luxury service advisory or retail role, preferably in watches, jewellery, or high-end fashion.
- At least 5 consecutive years experience in a supervisory or team-Lead role.
- Proven experience handling VIP clientele, managing and resolving complex service cases.
- Familiarity with Swiss watchmaking standards and brand-specific service protocols is preferred but not mandatory.
- Experience working in an authorised service centre or directly with the principal.
- Proven track record of managing high-volume service operations.
- Exceptional interpersonal and communication skills.
- Capable of working independently, multitasking, being detail-oriented, process-driven, and possessing good time management and follow-up skills.
- Good understanding of watch complications, movements (mechanical, automatic, quartz), and materials (e.g., Precious stones, Gold, Platinum, etc) is preferred but not mandatory.
- Computer literate with basic knowledge of Microsoft Excel, Word and Outlook.
- Experience working with CRM and ERP systems (e.g., SAP, Salesforce, proprietary brand platforms).
Interest applicants, pls email updated resume to [Confidential Information]
Jessie Hoe Huey Miin
CEI Reg No. R1103861
EA Lic: 99C4599
