Senior Customer Service Advisor (Luxury Retail Brand) #ESY

Client Relationship Management

• To receive, assist, and deliver best-in-class service and customer care to all clients sending their watches to the Service Centre.

• Preparing Immediate Estimates where applicable and obtaining the customer’s approval to proceed with the repair.

• To hand over completed watches to customers at the time of collection and ensure accurate invoicing and payment settlement.

• Possess exceptional communication and interpersonal skills tailored to Ultra High Net Worth clients, including correspondence via email.

• Ability to deliver personalised, discreet, and premium customer experiences.

• Skilled in managing expectations regarding repair timelines, costs, and service outcomes.

• Ability to handle challenging customers and resolve complaints professionally and swiftly to achieve mutually beneficial outcomes.

Technical Coordination

• Ability to interpret technical diagnostic reports and clearly explain them to clients.

• Collaborate with watchmakers, technicians, and other departments to meet the customer’s request.

• Knowledge of warranty policies, service protocols, and after-sales support.

Operational & Administrative Management

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

• Ensure all watches received are registered with a Repair Order (RO), and that each RO is opened promptly and accurately.

• Prepare an Immediate Estimate where applicable and obtain the customer’s approval to proceed with the repair.

• Liaise with customers regarding repair quotations and confirmation, as well as repair status, and ensure proper and timely follow-up.

• Ensure ROs are completed and closed promptly and accurately after repair completion.

• Prepare watch repair quotations and completion reports for local repairs.

• Conduct daily cash sales settlement and reconciliation for invoices and payments, including investigating and resolving discrepancies, to verify that all transactions for the day are accurate and accounted for.

• Monitor repair delays from PPSA or GMT workshop.

• Coordinate repair issues with PPSA and GMT workshops.

• Actively participate in activities aimed at process optimisation and continuous improvement.

• Oversee the CSA team to ensure the smooth day-to-day running of front-of-house customer reception operations.

Mentoring

• Guiding the Service Advisors team to raise service standards and enhance luxury client management.

• Serving as a liaison between the Service and other GMT departments.

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