Customer Service Specialist

Based in Walkden, Manchester, UK - Right to work in the UK required

Full time role, Monday to Friday, 36.25 hours per week on site

Competitive salary, pension and benefits package

We are looking for an experienced Customer Service Administrator to provide clients with a customer focused, luxury and informative aftersales service for one of our prestigious watch brands.

At LVMH Watch & Jewellery UK you will have the opportunity to work for a leading luxury goods company and play a key role in supporting the client aftersales experience. You will build strong communication channels with end clients and retail partners and take responsibility for the administrative process of Zenith timepieces received at the service centre for maintenance. This involves creating clear, comprehensive repair information to clients, outlining maintenance types, associated repair costs, and estimated time frames.

• Delivering knowledgeable, empathetic, enthusiastic, and professional communication via calls and emails to Zenith clients. This includes advising on repair turnaround times, costs, technical information, and other aftersales inquiries.
• Offer clients a positive and proactive service ensuring issues are solved efficiently
• Handle client dissatisfaction and escalations in a caring and reassuring manner in line with brand guidelines
• Provide clients with accurate information and advice regarding product repair and services offered
• Develop relationships with clients and our retail partners
• Work closely with internal and external teams to obtain information to respond to client requests
• Effectively use bespoke systems to process customer repairs and provide detailed information
• Working to a standard of excellence, meeting deadlines and Service Level Agreements (SLAs).
• Develop and maintain product and systems knowledge including attending training sessions
• Overseeing the forwarding of Vintage watches to a specialist workshop at HQ.
• Develop brand knowledge and seek additional technical support where required to effectively respond to client enquiries
• Assist in additional admin duties to support areas in Customer Service when required

• Knowledge of and ability to use various computer and telephone systems
• Experience in customer focused role handling queries in detail over the phone, email and online
• Previous experience working with a luxury brand (preferable)
• Customer Service experience ideally within a luxury field
• Passion for luxury timepieces
• Excellent interpersonal and communication skills over email, phone and in person
• Problem solving skills and commitment to producing results
• Able to work well under pressure and manage client’s expectations with empathy and care
• Confident PC user with ability to develop an understanding of various systems then manage and maintain accurate records
• Client-centric mindset, focused on maintaining and building client relationships
• Organised and driven to complete tasks within appropriate time frames
• Demonstrate an attitude of professionalism, conscientiousness, and reliability