Customer Service Advisor Senior Executive (Luxury Retail) #ESY

Client Relationship Management

• Provide exceptional, best-in-class service and customer care to clients sending their timepieces to the Service Centre.

• Prepare Immediate Estimates where applicable and obtain customer approval prior to commencing repairs.

• Handover completed timepieces to clients upon collection, ensuring accurate invoicing and proper payment settlement.

• Demonstrate strong communication and interpersonal skills when engaging with Ultra High Net Worth clients, including professional email correspondence.

• Deliver personalised, discreet, and premium customer experiences at every touchpoint.

• Effectively manage client expectations regarding repair timelines, costs, and service outcomes.

• Handle complex or challenging situations professionally, resolving complaints promptly to achieve mutually satisfactory outcomes.

Technical Coordination

• Interpret technical diagnostic reports and communicate findings clearly and confidently to clients.

• Work closely with watchmakers, technicians, and cross-functional teams to fulfil customer requests.

• Maintain thorough knowledge of warranty policies, service procedures, and after-sales support processes.

Operational & Administrative Management

• Maintain accurate and comprehensive documentation of service requests, estimates, and customer communications.

• Ensure all received timepieces are properly registered under a Repair Order (RO), with each RO opened accurately and in a timely manner.

• Prepare Immediate Estimates where applicable and secure customer approval before proceeding with repairs.

• Liaise with clients regarding repair quotations, confirmations, and status updates, ensuring consistent and timely follow-ups.

• Ensure Repair Orders are completed and closed accurately and promptly upon repair completion.

• Prepare repair quotations and completion reports for local service cases.

• Conduct daily cash sales settlement and reconciliation of invoices and payments, including investigating and resolving discrepancies to ensure financial accuracy.

• Monitor repair delays from workshops and coordinate closely with relevant teams to address issues.

• Participate actively in process optimisation initiatives and continuous improvement efforts.

• Oversee the Customer Service Advisor (CSA) team to ensure smooth day-to-day front-of-house reception operations.

Mentorship & Leadership

• Mentor and guide the Service Advisors team to elevate service standards and enhance luxury client management capabilities.
• Act as a liaison between the Service department and other internal teams to ensure seamless coordination and communication

Interested candidates, please email your resume to [email protected]

Anna See Sing Yee

CEI Reg R25157535

Recruit Express Pte Ltd

EA License No: 99C4599

We regret that only shortlisted candidates will be contacted