How will you make an impact?
1. Handling all aftersales enquiries from customers, including warranty claims and complaints from initial contact through to conclusion.
2. Managing sold warranty watches for investigation and repair.
3. To develop a strong understanding of how stock, warranty and external repairs are processed, enabling clear communication to our warranty claim customers through proactive updates on progress
4. Supporting our International and Boutique teams with all aftersales processes, ensuring they are able to provide clear and proactive updates to their customers and providing guidance on policies and procedures
5. Handling a wide range of aftersales queries, for example link requests, valuation and arranging collections
6. First level support for customer complaints, demonstrating empathy and a professional approach to capturing the details, resolving the issue wherever possible, but recognising when escalation is required and following up with the relevant manager promptly to do so
7. Liaise with cross-functional teams, including Servicing, Dispatch, Sales and Purchasing, and directly with manufacturers to ensure we have the right information, at the right time, to enable effective updates to customers across a range of topics
8. Effectively prioritising workload to ensure the most urgent enquiries are handled with priority, multi-tasking across different disciplines as and when required
How will you experience success with us?
9. Experience working within a fast-paced, multi-channel service environment
10. Excellent organisation and time management skills, with the ability to multi-task and prioritise effectively
11. Confident and professional communication skills with the ability to listen
12. You are a customer advocate who can demonstrate empathy, whilst balance the needs of the business and applying key policies
13. Resilient and confident when dealing with customer complaints
14. Proficient using Microsoft Outlook, Word and Excel
15. Knowledge of e-commerce or retail would be beneficial, but not essential
How do we keep you smiling?
16. We are a great team at HQ; you will work alongside some of the most passionate people about Watches and technology and marketing.
17. We have a generous benefits scheme, including discounts and healthcare packages .
18. The chance to join aboard a business that is taking strides to introduce our product globally.
19. Sociable, friendly team!
Your journey with us…
Our aim is to provide you a transparent interview process from the moment you apply for the role. It’s important for us that you get to know us to ensure the role aligns to your future career objectives.
We provide all candidates with open-door access to key people across the business so they can discuss opportunities, get a feel for our culture, and better understand how they can make an impact and be part of Watchfinder’s exciting trajectory.
Interview Perocess
1st stage – A ‘Let’s Chat’ conversation Initially with the Talent team, when your application is selected, you will receive an introduction call to explain the main points in terms of this position, and to have a chance to showcase your motivation.
2nd stage – A Teams call with Aftercare Care Client Relations Manager who will be keen to understand your experience in Client Care and what you love about Client Care.
Final Interview – Face to Face meeting in HQ with Head of Client Relations and HR Business Partner
Our Benefits & Incentives
As well as a competitive salary we also offer a great benefits package:
20. Private healthcare and dental
21. Competitive pension scheme
22. Holiday scheme – Increasing annual leave
23. Cycle to work scheme
24. Employee Assistant programme
25. Income Protection
26. Life Assurance
Why work for Watchfinder?
Firstly, what makes Watchfinder a great place to work is the people! Whether that be within your immediate team or across other areas of the business, there really is a friendly and open atmosphere across the whole organisation. To learn more about life at Watchfinder, apply now!