Customer Service Administrator

Working as a key administrator in the Administration Team, you will ensure that all the client repairs are processed in an efficient, timely and accurate manner as set by the brands. All registration, estimates and invoices are to be completed daily.

As part of the flexible Administration Team, you will be trained on all duties of the department, including but not limited to post opening, registration of received products, cost estimate creation, billing activities following successful completion of quality control, monitor & process general queries in our shared email inbox and eyewear repairs.

The aim is to provide a reliable service to our clients through the flexibility within the team., Post opening:

• Open parcels, handle client products safely & process correctly as per procedures


• Record tracking details accurately to ensure security procedures are followed


• Report any discrepancies


Repair registration:

• Client account & product identification


• Recording of product condition (aesthetical defects)


• Recording of client requests


• Transfer to diagnosis team


Repair cost estimate creation:

• Know the product catalogues & Brand policies (services, warranty criteria, gratuity criteria…)


• Know the spare parts (being able to find a spare part reference, identify a spare part vs. consumable, spare parts included on service…)


• Have leather straps knowledge (colour, material, finishing, measurements…)


• Understand a technical diagnosis & translate it in commercial wording


• Perform spare parts availability check


• Define services & price the repair (service & spare parts)


• Learn the relevant service & invoicing codes


• Be able to estimate the repair lead time


• Send the cost estimate to Client


• Support internal & Boutique teams in case of training needs or if information is required


Final control / Invoicing:

• Ensure all invoices are completed daily in an efficient & accurate manner


• Perform final aesthetical check of the product before final sealing (serial number check, conformity check, exchanged parts control, product cleaning & sealing etc.)


• Ensure final 'commercial' control (work done & billing request corresponds to estimate)


• Invoice repair & prepare client's documents through precise use of set invoicing codes & comments


• Prepare repair pouch & dispatch to RCS Logistic department, transfer all repairs logically & physically to ensure highest level of security


Maintenance of the work environment:

• Daily set-up of Admin areas


• Maintain a clear & tidy area to ensure quality & security


• Alert management when stationary orders are required


Development of the UK Aftersales Service:

• Constantly strive to improve our service by proposing improvements & changes to the day-to-day procedures of the SAV/Aftersales Team


• To actively participate in & contribute to team & quality meetings


• Implement service changes & developments set out by the brands


Other:

• Monitor, process & respond to emails/queries in the shared email inbox (including eyewear repairs)


• Strictly follow security procedures


• Adhere to Health & Safety regulations & raise potential hazards or risks to management


• To support all Richemont brands where necessary


• Offer cover & support to other teams in the platform when necessary


• Other administrative duties as requested by management, You will be a significant member of the Richemont community. We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development., PLEASE NOTE: When attaching your CV or work examples it is very important that you name your files to include your name and not just "cv.doc" or "curriculum vitae.docx" or "my_illustration.jpg". Instead use a format like this "joe_bloggs_cv.docx"


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Content Relationship
I am contacting the advertiser for no other reason than to apply for this position. I am aware soliciting Fashion Workie users for other services or spamming is against the Terms & Conditions of usage.
I have carefully read the advert specification including details of where the position is based and provided details of any requirements stipulated in the advert within my application.


• Sales admin/Back office/Aftersales background


• Experience in luxury sector and/or customer service


• Organized


• Numerate


• Excellent communication & writing skills


• Excellent attention to detail


• Good time management skills


• Approachable


• Customer focused


• SAP knowledge, desired
  
  About: Richemont owns some of the world's leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons' values, through a process of continuous creativity.