Maintenance of watches
· Provide inspection service in order to identify problems with watches.
· Receive clients’ watches and prepare complete technical estimates, including immediate estimates where possible, for services, operations and change of components.
· Complete simple interventions such as bracelet changes or adjustments, checks of waterproofness, timing accuracy and time setting.
· Ensure the follow up of the intervention of AP watches by analyzing daily report synchronized between the boutique and customer service department.
o Estimates, approvals, pick-ups
· Be knowledgeable in operating equipment related to servicing and repairing watches.
· Maintain all equipment in optimum working condition
· Able to use the different technical and IT applications related to Aftersales operation (M3, CSW, CRM, etc.).
· Manage the stock inventory related to repairs inclusive of procurements.
· Provide administrative and operational support to CS operations.
2. Customer Experience and Service & Business Development
· Provide reliable, accurate and first class customer service.
· Respond to all boutique CS enquiries
o Phone calls, voicemail, email
· Arrange client appointments.
· Complete some sales transactions and advise customers on product information.
· Manage client relationships and client experience within the Boutique, providing top quality service, deadline management and effective complaints handling.
· Contribute to the maintenance of store appearance.
· Participate actively in Customer Relationship Management data collection.
· Manage store merchandise.
o Replenishment of paper bags, repair pouches and aftersales packaging.
· Communicate the expectations of existing clients, managed through customer service experience linked to the triage, repair and maintenance of owned timepieces.
· 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.
· To provide support and presence for certain events.
· Be the voice of the customer, sharing constructive information with Retail and CS Management.
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.
· 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 changes, link removals as trained by CS.
Franzizca Mah
Talent Acquisition Business Partner
Morgan McKinley Singapore, Talent Solutions
EA License No: 11C5502
Personnel Registration No: R22109328
