Aftersales Consultant - London, United Kingdom - Battersea Academy for Skills & Employment

Battersea Academy for Skills & Employment

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Watches of Switzerland is recruiting

Role Profile

Job Title:
Aftersales Consultant***
Location/Team Watches of Switzerland:London Battersea Power Station***
Reports To:Aftersales Manager/Operations Manager

People Responsible for:
N/A

Job Purpose

As an Aftersales Consultant, you will act as a guarantor of excellence in service and deliver a luxury Client Experience in the Aftercare department.

You will be responsible for the quality of the aftersales experience, and you will also ensure the department standard is in line with company strategy.

You will support aftersales services workflow, spare parts order management, and implement action plans on long term aftersales operational efficiency.

You will be using your excellent interpersonal skills and your passion for the business to engage with clients and colleagues.

Essential Experience / Attributes

Strong organisational skills
Excellent time management skills
Exceptional communication and interpersonal skills
Highly numerate and IT literate
Experience of working towards targets and KPIs
Results focused, understanding what is important to the business and to the client
Flexible and adaptable to change

Desirable Experience / Attributes

Experience with luxury watches
Experience in Aftersales within luxury retail

Core Accountabilities

Ensure a cohesive working relationship between Aftersales and other departments at Head Office, Showrooms and brand service centres
Book on stock repairs and adhere to correct procedure, controlling the process of client's repairs from the showroom to service provider and back again
Ensure the client is updated throughout the repair journey, informing them of the progress and anticipated completion and collection dates
Manage daily diary tasking and ensuring efficient execution and communication on the repair system
Order parts via dedicated systems provided and ensure policies and procedures are followed
Monitor all returned repairs to confirm the item has been repaired to the correct standard and clients' expectations are met
Handle and resolve client complaints effectively in a timely manner, ensuring a world class experience is delivered at all times
Recommend changes to systems and procedures to improve efficiency of Aftersales, and continually reviewing operational practices to ensure best practice
Attend internal and external meetings with the Aftersales Manager or Operations Manager
Organise and maintain the back office to ensure easy access to the repair and relevant documentation
Be responsible for your own health & safety and that of your colleagues, in accordance with the Health & Safety at Work Act and relevant EC directives
Work in accordance with the General Data Protection Regulation and to ensure all new systems and data are secure

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