Service Advisor

Build and maintain strong client relationships by reaching out with repair estimates and updates via phone and email.

Oversee the intake and pickup processes for items requiring service, ensuring all documentation is complete and accurate.

Provide precise and professional repair quotes, demonstrating a deep understanding of materials and craftsmanship.

Manage service desk inventory and supplies, ensuring tools and materials are always ready and organized.

Collaborate with jewelers, watchmakers, and the service team to meet repair deadlines and uphold quality standards.

Offer accurate timelines for services and partner with the sales team to support client inquiries related to sizing, repairs, or customizations.

Maintain boutique visual standards by assisting with the setup and breakdown of jewellery displays.

Operate ultrasonic cleaners and steamers in line with all safety regulations.

Deliver exceptional service across all client touchpoints—in-person, via phone, and email—with professionalism and warmth.

Manage conflict resolution and service escalations with calm, confidence, and poise.

Conduct post-service follow-ups, perform quality control checks, and encourage client feedback and reviews.

Achieve monthly repair targets and key performance indicators.

Keep meticulous records of all private client data and service-related activity.

Proactively delegate or escalate service-related responsibilities to appropriate team members as needed.

Use of internal quoting systems (training provided)

Requirements

Minimum 3 years of service experience, ideally within a luxury retail or fine jewellery setting.

Deep understanding of service processes, warranties, and production flow.

Exceptional attention to detail and time management.

Ability to perform under pressure in a fast-paced, client-facing environment.

Polished, professional demeanour and refined communication style. Outstanding written and verbal communication skills.

Experience handling precious materials and understanding of jewellery care protocols.

Jewellery experience or certification

Familiarity with timepieces and luxury watch servicing

Strong sense of urgency and ability to effectively prioritize

Proficient in Microsoft Office Suite (Word, Excel, Outlook) and Google Suite (Sheets, Docs)

Position Type

Permanent

This is a unique opportunity to take pride in delivering a service experience that reflects the elegance and precision of the jewellery itself. If you are a service-driven professional with a passion for luxury, we invite you to apply today and elevate your career with us.