Client Care Specialist

Company description:

"Panerai is a high-end status sports watch brand that operates in a niche segment, fully exploiting its values of belonging that allow Panerai owners to feel part of an exclusive club.

The fundamental values of Panerai are based on history and the sea world, authenticity, exclusivity and rarity, product identity, Italian design and Swiss technology."

Job description:

TITLE Client Care Specialist

REPORTING LINE Boutique Manager

OBJECTIVES

• To provide excellent customer service in communicating directly with clients from an omnichannel perspective: in store, phone ,and/or email.
• Responsible for the follow-up & client facing communications, regarding after-sales services & repairs of Singapore clients.
• Provide advisory support to the regional boutiques and retail partners in the region
• Monitoring Net Promoter Score and encouraging more client satisfaction in partnership with retail teams
• Manage phone/email enquiries on products/clients related matters, and assisting with boutique appointments.

KEY RESPONSIBILITIES

CUSTOMER SERVICE

• To provide professional technical assessment & services to customers for all after-sales

service & repair at all times, with the help and expertise of our Panerai watchmaker and the

regional Richemont CS Centre

• To work together with the Boutique team to prioritise all after-sales service & repair requests

received from customers.

• To ensure timely completion of all after-sales services & repairs in accordance within stipulated

time line

• To ensure smooth co-ordination & communication with both retail team & customer for all

services/repairs handled

• To train retail team in order to ensure consistency in terms of maintaining good customer

service at all times

• To document clearly service/repair information on the Service Order Form for proper record,

follow-up & communication with customer thereafter

• To be responsible & accountable for all customer's products received for services/repair and to

handle them with due care according to compliance

• To closely work with Richemont CS centre and the watchmaker present at the boutique to

ensure an efficient flow between Boutique and CS Centre

• To ensure that all the necessary updates in the various system are done in a timely manner
• To support sales team/retail operations at the shop floor when needed.

GENERAL DUTIES

• Monthly monitoring of NPS / other omnichannel client review sources, related to CS, and to highlight, propose actions to limit such detractors
• Manage any client enquiries relating to new product launches, after sales support, and to assist with scheduling of client appointments instore.
• To ensure Service Order Forms are issued, handled & recorded promptly & clearly to facilitate

easy follow-up & timely update by Boutique Staff

• To ensure Tax Invoices are issued accordingly on a daily basis for all chargeable

services/repairs rendered with the corresponding payment received from customer.

• All Tax invoices issued are to be submitted to accounts on a daily basis and cash on hand are

to be banked-in on a weekly basis

• To update oneself, Singapore and SEAP Boutique teams on a regular basis for product knowledge, updates & service information
• Act as central custodian for SEAO on product issues in the region and to represent during HQ SAV calls.
• Perform regular stock count.
• Perform ad-hoc duties & requests (relating to Retail Operations) as required by management

INVENTORY MANAGEMENT

• Ordering and maintenance of spare parts inventory
• To ensure that all shipments related to spare parts stock, and after sales are in order
• Follow-up with overseas quotation and repairs
• Perform stock take for spare parts when required

REQUIREMENTS

• Customer-centric and people-oriented mindset
• English proficiency, and another language
• Min. 3 years' experience in Customer Service I SAV frontline role
• Strong follow up skills and initiatives to resolve CS or work related issues
• Problem solving skillset
• Strong communication skills, both verbal and written
• Able to work independently and as a team
• Amicable and outgoing personality
• Proficient with MS Office Applications