KEY RESPONSIBILITIES
 

• Key responsibility 1: Management of Client Service Operations

-    Manage customer care service across all Montblanc networks; Domestic retail, Travel retail and Wholesale dealer POS
-    Actively participate in CS process updates and improvements for better client experiences in boutiques
-    Identify training & coaching needs through boutique visits when necessary
-    Communicate and implement the International Service Policy in cooperation with retail and RCS (Richemont Customer Service) teams and inform boutiques in timely manner.
-    Actively communicate with RCS to improve repair service flow and process
-    Proceed with appropriate analysis of boutique CS performance and KPI results, and all necessary action plans in order to ensure optimal performance and service
-    Monitor stock management follow-up; RO (Repair Order) inventories, spare parts etc.
-    Communicate and follow up the legal documents with the government agency
 

• Key responsibility 2: Management of Quality Controls

-    Report and follow up all quality issues on products with HQ
-    Supervise the quality control through constant trainings towards BTQ staffs in order to minimize non-sellable products generated from BTQs while operating
-    Define the quality condition with a solid guideline given from HQ
-    Manage the physical inspections on the stock of warehouse and maintain the stock in correct condition
 

• Key responsibility 3: Management CRC (Client Relations Center)

-    Management of external partner, CRC to meet the service standards
-    Review the weekly/monthly report and provide correct guidelines and feedback in order to ensure the quality of service provided by CRC, to clients and boutiques
-    Provide relevant training for better client service and maintaining excellent service level
-    Lead CRC projects in line with HQ
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QUALIFICATIONS:

• University degree followed by 7 years’ experience
• Experience in CS functions or watchmaking & jeweler industry highly appreciated
• SAP, Salesforce experience preferred
   

SKILLS:

• Fluent in spoken & written English
• Good communication and interpersonal skills
• Attention to detail
• Analytical skill
• Quick learner and multi-tasker

 
PERSONAL SKILLS:

• Client-oriented mind set and attitude
• Self-confidence, Integrity, Empathy, Emotional control
• Balance between rigor & flexibility