Customer Service Team Leader; Luxury Industry

Our client, a renowned luxury brand, is seeking a Customer Service Team Leader to join their team. This is an excellent opportunity to be part of a prestigious organisation known for its supportive culture and positive working environment.

Location:

Orchard (Near MRT)
Working Day:
Mon - Fri

Salary :
Salary Package includes AWS and VB

Mentor and oversee service advisors, support cross-department collaboration, and contribute to process improvement initiatives. Deliver exceptional, discreet, and personalised service to high-net-worth clients throughout the full service journey.

Receive, process, and hand over serviced timepieces, ensuring accuracy in documentation, invoicing, and payment settlement.

Prepare repair estimates where applicable, clearly explain costs and timelines, and obtain client approval to proceed.

Communicate confidently and professionally with clients via email and in person, managing expectations and service outcomes.

Handle challenging situations and complaints calmly and efficiently to achieve positive resolutions.

Interpret technical diagnostic reports and translate complex information into clear, client-friendly explanations.

Coordinate closely with watchmakers, technicians, and internal teams to fulfil service requests and resolve repair issues.

Maintain accurate service records, repair orders, quotations, and completion reports, ensuring timely opening and closure.

Perform daily cash reconciliation and invoice settlement, investigating and resolving discrepancies as required.

Diploma in any discipline or Higher NITEC in Service Management or a related field.

Minimum of five years’ experience in a luxury service advisory or retail environment.

At least five years of continuous experience in a supervisory or team leadership capacity.

Demonstrated ability to manage VIP clients and successfully resolve complex or sensitive service cases.

Knowledge of Swiss watchmaking standards and brand-specific after-sales service practices is an advantage, though not essential.

Prior experience in an authorised service centre or working directly with a brand principal is preferred.

Strong track record in managing high-volume service operations while maintaining service excellence.

Outstanding interpersonal, communication, and relationship-building skills.

Proficient in Microsoft Office applications, including Excel, Word, and Outlook.

Hands‑on experience with CRM and ERP systems such as SAP, Salesforce, or similar platforms.

Interested candidate may send your resume to evan"at" for more information.

Regret to inform that only shortlisted candidates will be contacted by our consultants.

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