SERVICE CONSULTANTS - destination luxury jeweller
Competitive salary + benefits + ongoing industry training
Located in the region’s best shopping mall, our client is an awarded family owned ‘Independent Retail Jeweller’, authorised to sell and represent the finest watch & jewellery brands one could ever aspire to buy. With a proud heritage of serving the city of Southampton, many loyal clients over recent years will have observed the progression and investment that this business has committed to through this new re-located store opening.
It has always been the case that this client has supported their customers with a dedicated team of after sales/service specialists, and there is an opportunity to induct two such talented new team members.
The purpose of the role is to offer client support when dealing with the Service Department, ensuring that all products that can be offered are, alongside efficiently guiding clientele through the service journey that they should expect to encounter. You’ll be processing repairs on the Encore system (training given) and be swift to dispatch repairs to designated suppliers.
Efficiency is key to everything that you will undertake, and all in-store and out-of-store need to be kept ever informed. There are specialist administration tasks as well, these range from placing special orders, raising invoices, as well as gaining authorisation on previously proposed estimates. Customer contact should be constant and communication frequency should be ever continuing until such a moment all has been happily mutually concluded. It may be that in-store your sales colleagues need updating as to their own VIP customers ongoing transactions, and as all would need, there will be system updates that once again those constantly customer facing may gain benefit from knowing. You will be ever on hand to promote the Service & Bespoke Jewellery capabilities that the store can offer their clientele and will be the go-to point of contact for any service-related matter. Fortunately, this business has access to an on-site Watchmaker and Jewellery Craftsman of which you will endeavor to both support and ensure timeline objectives for works undertaken are adhered to as closely as possible.
Supporting your Service Manager in the achievement of their departmental performance indices is second nature to you, and on the odd occasion customers raise areas of non-compliance to their best service expectation you are able with maturity and authority to bring all to a speedy and satisfactory conclusion.
It would be desirable that you already possess a good working knowledge of watch & jewellery brands, though in reality an enthusiasm and interest in high-end fashion/luxury goods may be as relevant and is certainly transferable.
You ‘ll need to be able to demonstrate a real verve to deliver best customer outcomes, and with this have an excellent fluency when it comes to communication, be it in person, via the telephone, or online. As would be expected, you’ll need to have a good working knowledge of MS Office i.e. Excel & Word, and your natural persona setting is polite, ever engaging, with immaculate manners reflective of the environment you may be proudly placed within. All store team members need to be flexible and adaptable to ensure the store operates at its maxim.
In short, a really invigorating customer service challenge - dealing with the trade’s best brands, best associate people in-store, and loyal ever-returning clientele; what more could you be looking for! There is plenty of headroom to evolve and grow within this highly reputable family jeweller great - we look forward to hearing from you soon