Customer Service Representitive
This job does not exist anymore.
Try running a new searchor browse our vacancies.
Or fill in the form below to receive job alerts.
| Job Type | Permanent Full Time |
| Location | London |
| Area | London, England |
| Sector | Customer Service |
| Salary | Good basic salary plus bonus |
| Start Date | asap |
| Job Ref | Cus22 |
- Description
- Role Summary
Forming part of a small, dedicated team responsible for the seamless provision of first class customer service, the focus for this role is on providing immediate and efficient service across a broad remit. This includes the receipt and collection of watches, managing payments and providing help and advice to clients via phone, email and face-to-face interaction. Taking calls via a multi-line switchboard and directing calls also form a part of the role. In summary, this role is responsible for ensuring all our visitors are provided with an experience commensurate with the company’s image.
Key Tasks and Responsibilities
Administration & Operational Focus
Supports the Service Administration team with booking in and arranging collection of all official Rolex retailer watches.
Supports the Quick Service team with booking in and arranging collection of private client watches brought in to the Reception area.
Maintains data regarding all activity with the Reception area, including communicating and working with colleagues in the Service department to ensure adequate resourcing to fulfil daily objectives and requirements.
Manages and re-directs all incoming calls to Rolex UK, London in line with the company’s Communicating Excellence policy.
Ensures the Reception area is presentable at all times, including overseeing cleanliness and maintaining adequate supply of product catalogues, magazines and other printed materials.
Books and liaises with courier companies as required.
Carries out invoicing as required.
Undertakes ad hoc administrative projects as required by the Service Operations Manager.
Customer Focus
Acts as the first point of contact for all visitors and guests entering the London Reception area and directs customers to the Quick Service reception when appropriate and in accordance with the company’s standard operating procedures.
Greets and liaises with customers and staff in a professional and courteous manner at all times and completes visitor registration prior to informing relevant parties of their arrival.
Offers and serves refreshments.
Maintains awareness of and alerts management to out-of-the-ordinary occurrences within the Reception area.
Personal Profile Summary
The key requirements of this role are the ability to counsel, negotiate and advise others in a specialist or technical area of expertise. The role incumbent will be adept at creating and maintaining goodwill with people and taking a thorough, systematic and logical approach to situations. The ability to communicate and the persistence to see a job through to conclusion are important attributes for this position.
The ideal person will be confident, enthusiastic, approachable, accommodating and unassuming.
Key Areas of Competence
Meets people with ease and motivates them to achieve high standards.
Creates a network of contacts across various disciplines that provide advice on what resources are available both within and outside the organisation.
Generates and provides specialist and/or administrative services that benefit the organisation, whether they are product or people relating and leading to a high level of both internal and external customer satisfaction.
Develops competencies and expertise in self and others where relevant, in order to gain a satisfactory standard and deliver results within agreed timescales.
Applies a systematic and logical approach in order to get things right.
Works to a high specification in order to improve and maintain quality.
Is naturally non-confrontational when handling or involved in conflict situations and in order to achieve agreed and acceptable standards and timeframes, adopting a passive and non-demanding work ethic.
Essential
Educated to GCSE level with a minimum Grade C in Maths and English, or equivalent
Experience and knowledge of working gained within a Customer Service environment.
Previous experience of delivering front-of-house or customer liaison for a luxury brand
Previous PA / administration experience
Excellent communication skills, oral and written
I.T. proficient (Microsoft Office, including Word, Excel and Outlook)
Good organisation, task and time management skills
Desirable
Has extended knowledge to Further Education level or via professional certification
Knowledge and experience of workflow management systems