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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 / AttributesStrong organisational skillsExcellent time management skills Exceptional communication and interpersonal skillsHighly numerate and IT literate Experience of working towards targets and KPIs Results focused, understanding what is important to the business and to the clientFlexible and adaptable to change Desirable Experience / AttributesExperience with luxury watches Experience in Aftersales within luxury retail Core AccountabilitiesEnsure 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 againEnsure the client is updated throughout the repair journey, informing them of the progress and anticipated completion and collection datesManage daily diary tasking and ensuring efficient execution and communication on the repair system Manage daily Aftercare main email and ensure all emails are replied to and filed accordinglyOrder 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 timesRecommend 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 ManagerOrganise and maintain the back office to ensure easy access to the repair and relevant documentationBe responsible for your own health & safety and that of your colleagues, in accordance with the Health & Safety at Work Act (1974) and relevant EC directives Work in accordance with the General Data Protection Regulation (2018) and to ensure all new systems and data are secure x9EdtvYywx