After Sales Service Specialist

24 Seven Talent; New York (NY); On-site; USD 52,650 - 64,350; Full time

Job summary

A leading talent agency is seeking a Customer Service Associate for a full-time position in Manhattan. The ideal candidate will ensure exceptional after-sales service, assist in watch repairs, and demonstrate strong customer service skills. Familiarity with watch mechanics and ERP systems is required. The role includes managing customer inquiries, performing technical assessments, and upholding company standards.

Qualifications

• Basic customer service skills and watch repair skills required.
• Proficiency with ERP systems and Microsoft Office Suite.
• Understanding of SOPs, Rolex standards, and basic watch mechanics.

Responsibilities

• Provide pricing information and assist customers.
• Assess watches technically and aesthetically.
• Explain company policies and service offers clearly.

Skills

Communication skills

Customer service skills

Time management

Organizational skills

Interpersonal skills

Tools

Microsoft Office Suite

ERP systems

Job description

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Job Description: Located at our Mid-town Manhattan Fifth Avenue location, the Customer Service Associate ensures that watch owners receive exceptional After Sales Service. The After Sales Counter team works collaboratively with trained watchmaking professionals to assist watch owners with their questions regarding the repair process. We are looking for candidates with exceptional communication skills and a dedication to exceeding expectations. For this role, professionalism and poise are essential.

Salary: $58,500 + Bonus

Schedule: Mon-Fri

Tasks include:

• Providing pricing information.
• Assessing watches technically and aesthetically, and providing subject matter expertise and escalation support.
• Following company policies and answering inquiries about watch repairs.
• Explaining company policies, service rules, and offers clearly to customers.
• Handling watches properly when receiving or returning them.
• Performing basic scanning and administrative work.
• Greeting customers and visitors professionally.
• Staying updated on service rules and offers across different watch categories.
• Escalating warranty issues as needed.
• Allocating service jobs appropriately.
• Familiarity with Tudor products and history.
• Handling customer payments and data entry into ERP systems.
• Filing warranty cards and watches according to standard procedures.
• Reviewing estimates with customers and documenting issues.
• Following SOPs according to Rolex standards for registration, quotation, invoicing, etc.
• Preparing watches for return, including inspection, winding, and setting.
• Managing customer flow, signing in customers, and taking photos of incoming watches.
• Performing back-office administrative duties as assigned.

Knowledge Requirements:

• Basic customer service skills and watch repair skills (changing batteries, adjusting bracelets, etc.).
• Proficiency with ERP systems and Microsoft Office Suite.
• Understanding of SOPs, Rolex standards, and basic watch mechanics.
• Time management, organizational skills, and ability to work as part of a team.
• Good interpersonal and communication skills, responsiveness to feedback.

Job Type: Full-time

Pay: $60k per year

Preferred location: Manhattan, NY (relocation possible before start)

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service and Sales

Industry

• Consumer Services