Assistant Manager - Customer Service (ION)

Tiffany & Co.
Singapore, Singapore
09 May 2022
11 Jun 2022
Full Time
Post Sales Service
  • Attend to all Client service requests and needs
  • Ensure that all repair and servicing orders are entered into proper records, monitored and completed timely and successfully meeting company's quality standards
  • Liaise with Clients and work to solving servicing needs and issues

Technical Service and Requirements
  • Check and maintain records for required Diamonds & Statement Jewelry received from Replenishment and vendors, and jewelry returned from photo shoots and report any damages
  • Perform and co-ordinate polishing and minor repairs of store's merchandise ensuring merchandise is clean and bright at all times
  • Order spare parts and maintain inventory for jewelry & watches
  • Report to New York Quality Assurance on repeated quality issues

Client Communication and Development
  • Ensure Client enquiries are being responded to in an appropriate and timely manner
  • Apply consultative selling and product knowledge to all Client interactions to develop and build ongoing Client relationships and confidence
  • Handle and reply to Client issues from General Feedback emails from New York.
  • Support and identify potential aftersales opportunities into conversion sales opportunities by working with store team
  • Tracking of Customer Service Sales opportunities/ leads are accurately updated and recorded

Cross Functional Training
  • Support management and stores in training employees on post sales service offerings and service timeframes
  • Provide Customer Service expertise during local events
  • Be the High Jewelry custodian for quality checks for High Jewelry events locally

Team Management
  • Lead and support the Client Service Team in ensuring the highest levels of service are provided
  • Coach and provide guidance to the team

  • Minimum Diploma and m inimum 5 years' experience in leading a team in the retail or luxury retail industry or relevant Client related experience (i.e. hospitality, etc)
  • Proven track record in achieving results
  • Willingness to work non-traditional business hours including nights, weekends and holidays.
  • Strong communication skills, both verbal and written, Client service skills and the ability to prioritize while handling multiple tasks is required.
  • Ability to work with a diverse environment.
  • Ability to work in a fast-paced, changing environment.
  • Graduate Gemologist degree or previous Gemological Institute of America (GIA) course work.


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