Sales Consultant

Key Responsibilities

A. Client Care & After-sales Service

• Manage the end-to-end after-sales service journey, from service intake and repair tracking to client communication and collection.
• Coordinate technical assessments and service recommendations with the Panerai Manufacture (as necessary), the watchmaker and Richemont Customer Service Centre.
• Work with the Boutique Director and retail team to prioritise service requests and resolve client concerns.
• Monitor repair progress, quotations and turnaround times, providing timely updates to clients across relevant communication channels.
• Ensure Service Order Forms are completed accurately and all service records are updated promptly.
• Safeguard client watches and property in accordance with company procedures.
• Coordinate with the Panerai Manufacture (as necessary), the watchmaker and Richemont Customer Service Centre to ensure efficient service workflows.
• Support the retail team in maintaining consistent after-sales service standards.

B. Client Satisfaction & Nps Performance

• Monitor service-related NPS and client feedback across relevant channels.
• Follow up with dissatisfied clients and detractors to address concerns and facilitate resolution.
• Analyse client feedback, identify recurring issues and recommend improvements to the Boutique Director.
• Track corrective actions and work with retail teams to improve client satisfaction.
• Identify opportunities to enhance the client experience through proactive communication and personalised follow-up.

C. Regional Sav & Product Support

• Support regional boutiques and retail partners across SEAO on after-sales service and product-related matters.
• Act as the central coordinator for regional product issues and liaise with HQ and relevant service teams.
• Track outstanding cases, escalate unresolved issues and follow through on corrective actions.
• Participate in HQ SAV calls and provide relevant updates on regional cases and product issues.
• Communicate product knowledge, service updates and operational guidelines to Singapore and regional boutique teams.

D. Service Administration & Inventory Management

• Ensure Service Order Forms are issued, processed and recorded accurately.
• Issue tax invoices for chargeable services and repairs, ensuring corresponding payments are received and recorded.
• Maintain accurate service records and documentation for follow-up, reporting and compliance.
• Ensure all service-related systems and records are updated in a timely manner.
• Manage spare parts and consumables ordering, stock levels and replenishment.
• Monitor spare parts availability to support timely service delivery.
• Coordinate shipments relating to spare parts and after-sales service.
• Follow up on overseas repair cases, quotations and outstanding spare parts requests.
• Conduct regular stock counts and reconciliations, investigating and escalating discrepancies.
• Ensure accurate inventory records and proper documentation of stock movements.

Requirements

• Minimum three years of experience in customer service, after-sales service or a client-facing role; luxury retail experience is an advantage.
• Customer-centric with a strong commitment to service excellence.
• Strong follow-up, organisational and problem-solving skills.
• Excellent written and verbal communication skills.
• Able to manage multiple cases and resolve issues independently.
• Effective stakeholder management and teamwork skills.
• Proficient in Microsoft Office and operational systems.
• High standards of integrity, attention to detail and accountability in handling client property and financial transactions.