Customer Service Coordinator

2020-09-08 14:59:272021-02-24Jewellery Stylist Recruitment
Job TypePermanent Full Time
AreaHertfordshire, England
SectorWatch SalesCustomer ServiceWatchmakerWatch Technician
SalarySalary negotiable for the right candidate
Start Dateasap
Job RefCust21
Job Views988
Technical Customer Services Coordinator

Monday to Friday 

We are seeking to recruit a Technical Customer Services Coordinator. This role is based at a Watch Servicing department and will require technical ability alongside the ability to organise parts ordering and deal with customer enquiries in person, via telephone and in email.

We are looking for someone to deliver excellent Customer Service together with providing technical advice. The role will require the successful candidate to be highly organised and as an individual be able to take responsibility for quality control and the Customer experience within the Organisation. The Customer Service and Brand ethics set this company apart and you will be vital to the client experience.
Overall Responsibility: 
Working as part of the Servicing team you will be required to have a basic understanding of the mechanics of a watch or be very eager to learn. Technical ability is a key part of this role.

Key responsibilities and duties will include:
Monitoring and handling the day to day workflow of all watches in Servicing
Keeping Servicing administration systems up to date
Liaising with suppliers and outsourcers
Helping to maintain all equipment, and assisting the workshop team with small repairs
Booking in client repairs and tracking their progress, and assisting clients with Servicing enquiries
Greeting Clients in house
Providing technical estimates and updates for clients
Meeting customers and advising on the technical aspect of their repairs
Sourcing parts for the repairs or watch purchases 
Ordering parts from Brands
Stock take of department parts
Monitoring the KPI’s for the department
Servicing Invoicing cover for the Administration department
Quality control checks of all watches new, pre-owned and repairs
Adjusting bracelets, changing straps and batteries
Supporting the Watchmakers, Polishers, Technicians with small technical checks
Supporting Head of Servicing, Megan Young, in technical administration support and customer service.
Desired Skills & Experience:

Excellent organisational skills
Strong problem-solving skills
Ability to multi-task 
Strong attention to detail skills
Strong communication skills with experience handling calls.
Strong email communication skills
Working well as part of a team.
Motivated and a drive to succeed 
Possess a passion and appreciation for luxury goods, and in particular Watches
Excellent presentation for Servicing front of house responsibilities.
The ability to work to deadlines and under time pressure.
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