Client Care Specialist - Singapore - Panerai

    Panerai
    Panerai Singapore

    1 day ago

    Description
    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 Chinese/Malay/Indian language skills an advantage
    • 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

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