Aftercare Consultant

**Aftercare Consultant**

As Aftercare Consultant, you will act as a guarantor of excellence in service and ensure service excellence and the highest satisfaction for our clients in terms of Client Experience in the Aftercare department. You will be responsible for quality of after sales experience; you will also ensure the department standard is in line with company strategy. You will support after sales services workflow, spare parts order management and implement action plans on long term after sales operational efficiency.

The post holder will be a constant role model for the The Watches of Switzerland Group values, and ensure they become a way of working for the whole team giving every customer (internal and external) a ‘World Class Customer Experience’. Their role includes identifying, sharing and spreading best practise throughout the business, and demonstrating excellent team work across the Store and support services.

**Responsibilities**:

- Ensure a cohesive working relationship between Aftercare and other departments/Boutiques and ensure a strong relationship and collaboration with the Brand Service centres.
- Oversee the customer repairs process
- Maintain the repair dairy
- Handle and resolve customer complaints in a timely manner
- Maintain all documentation relating to the client experience policy, objectives, and initiatives within the Aftercare department
- Assist the Manager with general fulfilment duties
- Represent company and Brand values

Any other duties as are within the scope, spirit and purpose of the job, the title of the post and its grading as requested by Management.