Receptionist Quick Service Technician Rolex
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| Job Type | Permanent Full Time |
| Area | London, England |
| Sector | Watch SalesAfter SalesCustomer ServiceAdministration |
| Salary | Good basic salary plus bonus |
| Start Date | asap |
| Job Ref | Rec55 |
- Description
- Role Summary
This role forming part of a small team of watchmakers and technicians responsible for meeting and liaising with customers to ensure the highest levels of service excellence. The role is workshop-based but requires high levels of customer contact via the London office’s Quick Service reception, where enthusiasm, courteousness, professionalism and impeccable communication skills are paramount. As well as serving customers and managing the related administration, the role entails carrying out minor technical interventions on customer watches.
Key Tasks and Responsibilities
Serves customers and manages the administrative elements including registering Quick Service repairs, creating estimates and invoicing completed work via the relevant IT systems.
Performs minor technical interventions on customer watches including timing regulation, replacement of case parts, dial changes, bracelet attachments and waterproofing.
Resolves customer concerns and problems with tact and diplomacy and in a timely, professional manner.
Maintains accurate records of all customer communications, both verbal and written.
Closely monitors and follows up on all customer enquiries to ensure that all matters are resolved.
In conjunction with other team members, identifies process improvements in line with the company’s continuous improvement focus.
Provides technical assistance to the main workshop as required.
Ensures adherence to the ‘Communicating Excellence’ standard operating procedure.
Liaises with the Kings Hill office to ensure that Quick Service decisions and processes are consistent across both operations.
Personal Profile Summary
The role requires the post holder to possess the ability to absorb and impart information to others on a factual basis within a specialist/technical area of expertise. The ability to interact well with people and the maintaining of goodwill are also important to the function. The incumbent should have persistence, be thorough, systematic and precise and have an innate need to get things right. Ideally the person in this position will have the ability to adhere to rules, procedure and detail whilst maintaining quality and ensuring standards are met. Diplomacy and working within clearly defined parameters, in a predictable climate are other aspects of the role.
Key Areas of Competence
Creates a positive and innovative atmosphere that encourages people to commit themselves to the task in hand and where necessary, goes beyond the call of duty in order to achieve their key objectives.
Encourages others to communicate effectively and efficiently at a level that is understood by all thus developing a culture of participation and involvement.
Generally motivates people to give their best results, praising them when things go well and appraising them of improvements that can and should be made.
Remains confident when dealing with negative situations, convinces others to have ideas and create new options, as well as encouraging and enthusing them to come up with imaginative solutions to difficult problems.
Develops and complies with the systems, procedures, rules, objectives and timescales set by the organisation and takes a disciplined approach when undertaking tasks.
Generates monitoring systems that identify whether self, others or the organisation are achieving their objectives and also any variances there may be in terms of goals and timescales.
Ensures that corrective action plans are formulated and implemented.
Consistently develops practical procedures and completes tasks through to a conclusion.
Remains self-controlled and prepared to listen to what others think and feel.
Adopts an accommodating and helpful manner, debates, agrees and where necessary, accepts the objectives set by others and works within agreed parameters in order to ensure tasks are complete.
Essential
Educated to GCSE A-C grade Level standard or equivalent
Previous experience of delivering customer service for a luxury brand
Excellent levels of dexterity with strong attention to detail and the aptitude and ability to identify and resolve technical problems.
Immaculate presentation with highly developed interpersonal skills.
Excellent communication skills, oral and written
Knowledge and experience of managing complaints and difficult situations
Excellent IT proficiency including Microsoft Office
Good organisation and time management skills
Desirable
GCSE A-C grade in Art of Craft Technology based course of study or equivalent
An interest in watches
Experienced in working with Rolex watches