Customer Service Administrator

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.

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.

The aim is to provide a reliable service to our clients through the flexibility within the team.

Responsibilities of the Customer Service Administrator

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 Reation:

• 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 you will experience success with us:

• Customer-focused approach
• 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
• SAP knowledge is a plus

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.

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.

• We value freedom, collegiality, loyalty, and solidarity.
• We foster empathy, curiosity, courage, humility, and integrity.
• We care for the world we live in.