Customer Service Administrator

2 weeks ago


London, United Kingdom Richemont Full time

Reference Code: 92006- Customer Service Administrator (12 month FTC)- Richemont- London, LND, GB- Fixed Term- 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.

**Customer Service Administrator, Kentish Town**

**(12 month FTC, Full Time)**

**HOW WILL YOU MAKE AN IMPACT?**
- 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.-
- The aim is to provide a reliable service to our clients through the flexibility within the team.**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

**Other**:

- 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

**HOW WILL YOU EXPERIENCE SUCCESS WITH US?**
- 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

**HOW DO WE KEEP YOU SMILING?**
- 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.**YOUR JOURNEY WITH US**:

- We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:
**2nd Stage - Interview with the Administrator Supervisor**

**3rd Stage - Interview with the HR Manager for Richemont UK**

**LEARN MORE ABOUT LIFE AT RICHEMONT BELOW**:- #Richemont #WeCraftTheFuture
- CONNECT WITH US



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