Customer Service Administrator (12 month FTC), London, United Kingdom

Reference code: JR127786

Richemont, l’un des leaders mondiaux dans le secteur du luxe, possède différentes Maisons spécialisées dans la joaillerie, l’horlogerie et les accessoires haut de gamme. Chaque Maison incarne fièrement une tradition de style, de qualité et d’artisanat et Richemont s’efforce de préserver l’héritage et l’identité propres à chacune d’elle. Dans le même temps, nous nous engageons à innover et à concevoir de nouveaux produits en accord avec les valeurs de nos Maisons, à travers un processus de créativité permanente.

HOW WILL YOU MAKE AN IMPACT?

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.

Key responsibilities:

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

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

Customer focused approach
SAP knowledge preferred
Ethics, rigour and excellent organisational skills
Good communication skills and fluent in English (oral and written)
“Can do” attitude, curiosity and a taste for challenges

WHAT MAKES OUR GROUP DIFFERENT?

Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.