Principal Accountabilities

Customer service

Communicate professionally and knowledgeably with clients in person, via email, or on the telephone, providing accurate information about the Aftercare process and services
Welcome all customers upon entering the department with a friendly face and open questions, in order to establish their requirements
Meet individual sales targets by selling additional products or services at every opportunity, whilst highlighting their features and benefits
Handle complex or difficult queries and complaints with poise and understanding
Give the client accurate and up to date information regarding their repair, recruiting support of other colleagues to obtain the necessary information for the client if it is not immediately available
Provide clients with accurate directions and store information upon request
Perform all POS and systematic procedures confidently and correctly
Proactively manage the repair process from start to finish, ensuring the best and most efficient resolution for the client
Accurate data entry for longer term supplier-based repairs, ensuring condition of goods, work required, estimated costs and time schedules are quoted and agreed where possible. Ensure that the customer understands terms of acceptance
Adhere to GDPR at all times, and handle client information with care and sensitivity

Technical knowledge

Have a good understanding of how a watch works, along with a broad knowledge of how to make watch adjustments
Understanding of how quartz and mechanical watches work, and different bracelet designs, thus allowing the principal duties to be carried out efficiently and effectively
Advise clients on the best course of action following external examination of their item, and from information provided by the client and technicians where appropriate

Merchandise

Ensure all stock is ticketed, replenished and correctly priced
Liaise with your Manager or Assistant Manager, suggesting alternative locations for products following client feedback
Assist with monthly/annual brand scans and stocktakes
Ensure security procedures are followed to prevent theft