Client Relations

2 weeks ago

Kuala Lumpur, Malaysia Richemont Full time

Reference Code: 94908**Client Relations & Operations Specialist**:

- Richemont- Kuala Lumpur, 14, MY- PermanentRichemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

**MAIN PURPOSE**

This role is responsible for Operational monitoring of all repairs in Retail & Wholesale networks with the primary objective to deliver an outstanding Customer experience, Stabilization and sustainability of operational performance towards Customer satisfaction.

**KEY RESPONSIBILITY**:

- 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
- 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

Richemont #WeCraftTheFuture
- CONNECT WITH US**Quick links**:

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