Client Relations & Operations Specialist

KEY RESPONSIBILITY:

• Answer to all enquiries via both email and on the phone and provide technical support.
• Maintain & communicate waiting and end-of-repair date according to information coming from Regional Spare Parts Operations, Workshops (internal and external), Manufactures, etc.
• Follow spare parts issues with local team & regional spare parts operations including missing information.
• Escalate difficult claim cases, complaint cases to Customer Service Manager thereafter to Local/Central Brands (invoiced repairs under warranty, multiple warranty, product exchange…)
• Manage counterfeit & stolen cases
• Daily check on the Boutique transfers (in and out)
• Registration of incoming wholesale repairs; transfer-in and check of the Boutique repairs
• Perform/check service orders for Platform(s) and Manufactures repairs and cost estimates
• Perform final (aesthetical & commercial) control, invoicing and monitoring as per check list
• To update one-self on a regular basis for product knowledge, updates & services information through contribution to OneWiki enrichement & the Maisons intranet
• To perform regular & proper housekeeping practises to ensure the Customer Service Platform is kept clean and tidy at all times
• Ensure that networks are well trained and are applying the RCS procedures (flows, organization, documents, etc.
• Train and support internal boutiques on SAP Gemini
• Train and support internal and external boutiques and wholesaler on Richemont intranet (Booster), OneWiki procedures

QUALIFICATIONS

• Possess passion and tenacity in delivering high levels of customer service and professionalism,
• Good people and communication skills with a customer centric mind set.
• Detailed oriented, organized, flexible and resilient
• Strong interpersonal and effective communication skills, good team player
• Curious, Proactive and Self Starter
• Fluent in English. Mandarin is an added advantage to manage Chinese speaking customers
• Working experience in luxury watches environment is preferred
• Proficient in usage of Microsoft Office Applications (Outlook, Words, Excel, Power Point)
• Knowledge of SAP ERP is a plus

Job Type: Contract
Contract length: 12 months

Salary: RM4,000.00 - RM5,000.00 per month

Benefits:

• Opportunities for promotion

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Education:

• Bachelors (Preferred)

Experience:

• Client Relations: 4 years (Preferred)
• SAP System: 3 years (Preferred)

Ability to Commute:

• Kuala Lumpur (Required)

Ability to Relocate:

• Kuala Lumpur: Relocate before starting work (Required)