Job Description

【Job Responsibilities】In summary, this is a after sales role, this candidate need to handle walk-in customer for repairing, polishing, maintenance, etc service. Below are the detailed job scope. 1. Maintenance of watches- Provide inspection service in order to identify problems with watches. Ensure the follow up of the intervention of AP watches by analyzing daily report synchronized between the boutique and customer service department.- Complete simple interventions such as bracelet changes or adjustments, check of waterproofness and accuracy, battery change and time setting.- Manage the stock inventory related to repairs inclusive of procurements.- Able to use the different technical and IT applications related to Aftersales operation (M3, Ultraquick, CRM, etc.).2. Customer Experience and Service & Business Development- Provide reliable, accurate and first class customer service.- Build strong rapport with prospects and clients in contact with the boutique.- Complete some sales transactions and advise customers on product information.- Contribute to maintain store appearance,- Participate actively in Customer Relationship Management data collection.- Ensure the welcoming of the aftersales customers and all related task.- Complete simple interventions such as bracelet changes or adjustments, check of waterproofness and accuracy, battery change and time setting.- Manage the stock inventory related to repairs inclusive of procurements.- Communicate the expectations of existing clients, managed through customer service experience linked to the triage, repair and maintenance of owned timepieces as directed by CS Department.- Welcome of new clients, through passion, creation and follow-up of Customer Experience providing staff with technical support, communicated in customer identified terms knowledge & information linked to luxury, experience and high watchmaking.- Triage Client owned watches for service and / or replace strap & links as directed and validated by CS Department.- To provide support and presence for certain events.3. Training for Boutique Associates- Provide training to boutique staff. This includes training on:-- Movements’ characteristics, materials, performances of both AP and the competition.- Improve confidence and credibility of staff through coaching and direct support.- Embody the craftsmanship and brand legitimacy in the Boutique, identifying ways to add value and ensure the best customer experience.- Be the voice of the customer, sharing constructive information with Retail and CS Management.- Customer Service Administration: Quick Estimate. Registration, acknowledgement, flow follow up, nursing calls as part of Client Care experience, invoicing and closing of Repair & Spare Parts.- Prepare and triage timepieces for estimation as directed by CS Department requirements.- Responsible for the accuracy of Boutique Spare Parts monthly inventory.- Perform strap change, link removal as trained and directed by CS.4. Operations- Update KPI Dashboard.- Update Traffic Report and Traffic Analysis Report.- Generate sales and after-sales invoices.- Maintain boutique filing system.- Manage appointments for sales / after sales team.- Attend boutique’s emails and calls.- Prepare third party collection and delivery of stock between the Boutique and the CS Service Centre.- Receive and check on stock deliveries.- Manage cash claims, reimbursements and coordinate with third party collection.- Coordinate orders for the Boutique eg carrier bags, stationary, florist.- Perform stock count and ensure accuracy of inventory.- Assist in roster planning.- Respond to ad-hoc assignments in a timely manner.5. Branding- Manage inventory for branding supplies.- Assist with boutique set-up for campaigns.6. Finance- To assist in any Finance-related issues e.g send documents to office and stock take.