Client Care Specialist (1-Year Contract)
- Singapore
- Permanent
- Full-time
- To provide excellent customer service in communicating directly with clients from an omnichannel perspective: in store, phone ,and/or email.
- Responsible for the follow-up & client facing communications, regarding after-sales services & repairs of Singapore clients.
- Provide advisory support to the regional boutiques and retail partners in the region
- Monitoring Net Promoter Score and encouraging more client satisfaction in partnership with retail teams
- Manage phone/email enquiries on products/clients related matters, and assisting with boutique appointments.
- To provide professional technical assessment & services to customers for all after-sales
- To work together with the Boutique team to prioritise all after-sales service & repair requests
- To ensure timely completion of all after-sales services & repairs in accordance within stipulated
- To ensure smooth co-ordination & communication with both retail team & customer for all
- To train retail team in order to ensure consistency in terms of maintaining good customer
- To document clearly service/repair information on the Service Order Form for proper record,
- To be responsible & accountable for all customer's products received for services/repair and to
- To closely work with Richemont CS centre and the watchmaker present at the boutique to
- To ensure that all the necessary updates in the various system are done in a timely manner
- To support sales team/retail operations at the shop floor when needed.
- Monthly monitoring of NPS / other omnichannel client review sources, related to CS, and to highlight, propose actions to limit such detractors
- Manage any client enquiries relating to new product launches, after sales support, and to assist with scheduling of client appointments instore.
- To ensure Service Order Forms are issued, handled & recorded promptly & clearly to facilitate
- To ensure Tax Invoices are issued accordingly on a daily basis for all chargeable
- All Tax invoices issued are to be submitted to accounts on a daily basis and cash on hand are
- To update oneself, Singapore and SEAP Boutique teams on a regular basis for product knowledge, updates & service information
- Act as central custodian for SEAO on product issues in the region and to represent during HQ SAV calls.
- Perform regular stock count.
- Perform ad-hoc duties & requests (relating to Retail Operations) as required by management
- Ordering and maintenance of spare parts inventory
- To ensure that all shipments related to spare parts stock, and after sales are in order
- Follow-up with overseas quotation and repairs
- Perform stock take for spare parts when required
- Customer-centric and people-oriented mindset
- English proficiency, and another language
- Min. 3 years' experience in Customer Service I SAV frontline role
- Strong follow up skills and initiatives to resolve CS or work related issues
- Problem solving skillset
- Strong communication skills, both verbal and written
- Able to work independently and as a team
- Amicable and outgoing personality
- Proficient with MS Office Applications