Client Relations Operations Specialist

• Answer all enquiries via both email and on the phone and provide technical support.
  
• Maintain & communicate waiting and endofrepair date according to information coming from Regional Spare Parts Operations Workshops (internal and external) Manufactures etc.
  
• Follow spare parts issues with local team & regional spare parts operations including missing information.
  
• Escalate difficult claim cases complaint cases to Customer Service Manager thereafter to Local/Central Brands (invoiced repairs under warranty multiple warranty product exchange )
  
• Manage counterfeit & stolen cases
  
• Daily check on the Boutique transfers (in and out)
  
• Registration of incoming wholesale repairs transferin and check of the Boutique repairs
  
• Perform/check service orders for Platform(s) and Manufactures repairs and cost estimates
  
• Perform final (aesthetical & commercial) control invoicing and monitoring as per check list
  
• To update oneself on a regular basis for product knowledge updates & services information through contribution to OneWiki enrichment & the Maisons intranet
  
• To perform regular & proper housekeeping practices to ensure the Customer Service Platform is kept clean and tidy at all times
  
• Ensure that networks are well trained and are applying the RCS procedures (flows organization documents etc.
  
• Train and support internal boutiques on SAP Gemini
  
• Train and support internal and external boutiques and wholesaler on the companys intranet (Booster) OneWiki procedures
  

Requirements

• Possess passion and tenacity in delivering high levels of customer service and professionalism
  
• Good people and communication skills with a customer centric mind set.
  
• Detailed oriented organized flexible and resilient
  
• Strong interpersonal and effective communication skills good team player
  
• Curious Proactive and Self Starter
  
• Fluent in English. Mandarin is an added advantage to manage Chinesespeaking customers.
  
• Working experience in a luxury watches environment is preferred
  
• Proficient in usage of Microsoft Office Applications (Outlook Words Excel Power Point)
  
• Knowledge of SAP ERP is a plus