The Role This role will be responsible for: Provide first level of technical assistance to clients Registration of services, clearly identifying service needs Facilitate Pre-Authorization & Watch Imagery Escalation Management Refer to catalogs, directories, or databases to answer client queries Collaborate with the service centre for coordination of services Conduct Warranty interventions (Such as Battery exchanges, repair on bracelets etc.) Case cleaning utilising an ultrasonic / steam cleaner Partial disassembly / assembly of mechanical and quartz movements Conduct quality control checks for watches returned from the service centre Maintenance of tools and equipment / ordering of consumables Daily reconciliation and reporting of CS activities Receipt and registration of incoming parcels Conduct weekly stock take Be able to sell watches at times when needed Demonstrate complete knowledge of all product lines Understand watch technology; watch movements, calibres by model, "how they work" and relate knowledge to clients as needed/ requested The person in this role would need to have the following skills and experience: Excellent communication skills Technical aptitude with ability to follow technical instructions and guides Dexterity and ability to work with tools Collaborating with the team to exchange ideas and initiatives Time and priority management skills Compliant with operating procedures and protocol Ability to judge the costs and benefits of a possible action Decisive, firm, courteous, customer oriented, can handle stress A work ethic that understands the importance of going above and beyond to satisfy the client and exceed their expectations Providing personalised service: knowledge of providing special services to clients based on their needs
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