Client Care Specialist (1-Year Contract)

TITLE Client Care Specialist REPORTING LINE Boutique ManagerOBJECTIVESTo 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 ResponsibilitiesCUSTOMER SERVICETo provide professional technical assessment & services to customers for all after-salesservice & repair at all times, with the help and expertise of our Panerai watchmaker and theregional Richemont CS CentreTo work together with the Boutique team to prioritise all after-sales service & repair requestsreceived from customers.To ensure timely completion of all after-sales services & repairs in accordance within stipulatedtime lineTo ensure smooth co-ordination & communication with both retail team & customer for allservices/repairs handledTo train retail team in order to ensure consistency in terms of maintaining good customerservice at all timesTo document clearly service/repair information on the Service Order Form for proper record,follow-up & communication with customer thereafterTo be responsible & accountable for all customer's products received for services/repair and tohandle them with due care according to complianceTo closely work with Richemont CS centre and the watchmaker present at the boutique toensure an efficient flow between Boutique and CS CentreTo ensure that all the necessary updates in the various system are done in a timely mannerTo support sales team/retail operations at the shop floor when needed.GENERAL DUTIESMonthly monitoring of NPS / other omnichannel client review sources, related to CS, and to highlight, propose actions to limit such detractorsManage 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 facilitateeasy follow-up & timely update by Boutique StaffTo ensure Tax Invoices are issued accordingly on a daily basis for all chargeableservices/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 areto be banked-in on a weekly basisTo update oneself, Singapore and SEAP Boutique teams on a regular basis for product knowledge, updates & service informationAct 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 managementINVENTORY MANAGEMENT Ordering and maintenance of spare parts inventoryTo ensure that all shipments related to spare parts stock, and after sales are in orderFollow-up with overseas quotation and repairsPerform stock take for spare parts when requiredRequirementsCustomer-centric and people-oriented mindsetEnglish proficiency, and another language Min. 3 years' experience in Customer Service I SAV frontline roleStrong follow up skills and initiatives to resolve CS or work related issuesProblem solving skillsetStrong communication skills, both verbal and writtenAble to work independently and as a teamAmicable and outgoing personalityProficient with MS Office Applications