Service Centre Executive

THE XCESS PTE. LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading luxury watch service atelier in Singapore is looking for a cheerful and meticulous Service Centre Customer Service Representative. The role blends front-line customer service with administrative duties, ensuring a professional experience for clients. Candidates should have strong communication skills, be fluent in English and Mandarin, and possess a service-oriented mindset. This opportunity contributes to a dynamic team environment focused on maintaining high standards for luxury timepieces.

Qualifications

• Candidates should be organised and have a strong eye for detail.
• Service-oriented mindset with a penchant for creating positive experiences.

Responsibilities

• Greet and assist clients in person and via communication platforms.
• Prepare and manage customer documentation including enquiries and invoices.
• Maintain service delivery and cleanliness in the customer area.

Skills

Strong communication and coordination skills

Fluent in English and Mandarin

Pleasant and professional demeanour

High attention to detail and accuracy

Eagerness to learn and take initiative

Education

Minimum Polytechnic diploma or equivalent

Tools

Xero

Trello

Job description

1. About the Role

As a Service Centre Customer Service Representative at The Xcess,

you will be the face of our company at our new Far East Plaza collection point. This role is a blend of front-line customer service and essential administrative duties, ensuring a seamless and professional experience for clients dropping off or collecting luxury timepieces. From coordinating appointments to handling watch intake, you’ll be instrumental in maintaining the high standards our clients expect.

2. Who We’re Looking For

We’re seeking someone who is cheerful, service-oriented, and meticulous—someone who takes pride in creating positive client experiences and is keen to learn about the world of luxury watch care. You should be organised, have a strong eye for detail, and feel comfortable handling both customer-facing and administrative tasks.

Must-Have Skills & Traits:

• Pleasant and professional demeanour
• Fluent in English and Mandarin
• Strong communication and coordination skills
• High attention to detail and accuracy
• Eagerness to learn and take initiative
• Minimum Polytechnic diploma or equivalent
• Service-oriented mindset

Preferred Experience:

• Background in luxury retail, watch service, or customer service
• Experience working in service centres or administrative roles

3. About The Xcess

The Xcess is a leading luxury watch service atelier in Singapore, offering world-class servicing, restoration, and polishing for high-end timepieces. Our 2,000 sqft Swiss-standard workshop is located within The Reserve, a secure bonded facility in Changi, and we are proud to be an authorised service centre for Oris and Baume & Mercier.

With a commitment to excellence, precision, and discretion, we support collectors, enthusiasts, and corporate clients in preserving the value of their timepieces. We operate on a role-based system that allows for professional development and evolving responsibilities within our growing team.

4. Key Responsibilities

Customer Service

• Greet and attend to clients in person and via communication platforms
• Maintain a professional, empathetic, and client-focused approach
• Educate clients on our services and processes
• Record and manage customer interactions, feedback, and updates
• Coordinate with internal teams to ensure timely service delivery
• Uphold the cleanliness and presentation of the customer-facing environment

Business Administration

• Prepare and follow up on enquiries, quotations, estimates, and invoices
• Track and manage watch intake, inventory, and collection logistics
• Maintain accurate usage records of spare parts and supplies
• Ensure internal workflow systems are updated with service status and details
• Organise and archive documentation in line with company procedures
• Provide process improvement feedback and perform ad-hoc tasks as assigned

Tools & Systems

• Daily use of platforms such as Xero, Whatsapp and Trello