Service Consultant (1243) Full Time

We’re a global retailer employing nearly 3,000 people across the UK and the United States.

Our success is based on strong, long-standing partnerships with the most prestigious luxury watch brands, supported by impactful marketing and powered by leading-edge technology to provide our clients with a modern, distinctive luxury experience. Our clients love us for our exceptional client experience, expertise, and approachability. Our clients are at the heart of everything that we do – we love to wow our clients and make every interaction with us special and memorable.

Job Purpose

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
• 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.
• Provides clear communication regarding status updates with clients and staff
• 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.
• Maintain all objectives, PCI compliance and audit policy within the Aftercare department.
• 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 tasks and responsibilities as assigned by management.

Essential Experience And Skills

Working Conditions and Environment

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.

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.
• Ability to work a flexible schedule to meet the needs of the business, including nights, weekends and holidays
• Required to stand up for long periods of time

Living By Our Values Of

• We earn trust and confidence
• We treat everyone with respect
• We care for our communities
• We protect our planet
• We advocate for our industry
• We do the right thing, always

The Watches of Switzerland Group Foundation

The Watches of Switzerland Group Foundation achieved its charitable status in November 2021, with the purpose of continuing the Group’s commitment to philanthropic investment in a focused range of charitable causes. The Foundation, which will bring most of the Group’s charitable activities under one umbrella, has so far been funded by a $6million donation from the Watches of Switzerland Group to support local communities with an emphasis on helping vulnerable people in poverty.

OUR PURPOSE

To WOW our clients while caring for our colleagues, our communities, and our planet