As Watch Technician, you will act as a guarantor of excellence in service and the highest satisfaction for our clients in terms of Client Experience in the Aftercare department. You will be responsible for quality of after sales experience; you will also ensure the department standard is in line with company strategy. You will be responsible for the quick repairs of timepieces. You will support after sales services workflow, spare parts order management and implement action plans on long term after sales operational efficiency.
§ Identifying, sharing and spreading best practice throughout the business, and demonstrating excellent team work across the Store and support services Provide an exceptional customer service experience by exceeding their expectations
§ Ensure a cohesive working relationship between Aftercare and other departments/Boutiques and ensure a strong relationship and collaboration with the Brand Service centres.
§ Perform inspections of timepieces.
§ Properly clean and polish timepieces according to manufacture specifications.
§ Take in customer repairs using the repairs system.
§ Assist the Manager with general fulfilment duties
§ Support new sales with bracelet sizing.
§ Install timepiece straps.
§ Change timepiece batteries.
§ Respond to customer queries by telephone or email within the agreed service level agreement
§ Oversee the customer repairs process
§ Handle and resolve customer complaints in a timely manner
§ Provide exceptional customer service.
§ Maintain documentation relating to the client experience policy, objectives, and initiatives within the Aftercare department
§ Represent company and Brand values
Role/Department/Store Specific Responsibilities
§ Attend departmental meetings and represent the Store at internal and external meetings and inform management of concerns, client complains, or updates concerning the repairs department.
§ Recommend changes to systems and procedures to improve the efficiency of the store operations. Continually review operational practices to ensure best practice is delivered at all times.
§ Attend mandatory training in the Watches of Switzerland USA office.
§ Manage repair cost and maintain an acceptable margin by quoting right retail price on all jobs.
§ Consistently follow established cost schedule and quote right retail.
§ Manage and monitor inventory levels and order accessories and service supplies.
§ Prioritize due dates, comebacks, and estimates.
§ Maintain service equipment.
Implement the Equal Opportunities policy into your daily activities wherever possible.