Service Consultant

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Job Objective

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 revenue generation throughout the Aftercare department.

Responsibilities

• Identify and share best practices across the business, demonstrating excellent teamwork within the showroom and support services.
• Provide exceptional client service, exceeding expectations.
• Understand all watch functions and teach others as needed.
• Measure wrist sizes, change straps, and size bracelets.
• Utilize up-selling and cross-selling techniques for aftercare and special-order services to generate revenue.
• Maintain clear communication regarding service status updates with clients, management, and sales associates.
• Follow up with clients to ensure satisfaction and promote further business.
• Organize the Aftercare area, toolkits, and spare parts catalog.
• Conduct monthly audits of repair tools and weekly audits of repairs via Perpetual Inventory, with bi-weekly follow-ups with vendors/clients.
• Handle tasks such as wrapping timepieces, warranty activation, and preparing/shipping repairs.
• Ensure collaboration between Aftercare and other departments/boutiques and with Service Centers.
• Respond promptly to client queries via phone or email.
• Oversee the client repairs process from start to finish.
• Resolve client complaints promptly.
• Maintain documentation, objectives, initiatives, PCI compliance, and audit policies within the department.
• Assist the manager with general duties.
• Represent the company and brand values.
• Participate in departmental meetings, represent the brand at internal/external meetings and trainings.
• Suggest improvements to systems and procedures for operational efficiency.
• Implement equal opportunity policies in daily activities.
• Ensure health and safety compliance for yourself and colleagues.
• Adhere to IT policies, ensuring system and data security.
• Perform other tasks as assigned.

Preferred Experience & Skills

• Experience with luxury watches.
• Technical knowledge of timepieces, including strap/bracelet sizing.
• Knowledge of retail law, health & safety, and security regulations.
• Ability to manage operating costs and identify efficiency improvements.
• Strong project management, planning, and time management skills.
• Excellent communication and interpersonal skills.
• IT literacy.
• Numeracy skills to analyze performance and meet KPIs.
• Results-oriented with a focus on business and client needs.
• Adaptable to change.

Physical & Working Conditions

• Ability to stand for long periods.
• Willingness to travel as needed.
• Flexible schedule including evenings and weekends.

Additional Details

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Consulting, IT, Sales
• Industry: Luxury Goods & Jewelry