Customer Service Administrator (Operations)
Bremont is recognised for designing and manufacturing the ultimate tool watch, making timepieces that are highly durable, reliable, and fit for purpose, whatever the environment. Bremont positions itself in the world of adventure and exploration, working with individuals across different fields who epitomise and demonstrate anything being achievable armed with the right mindset. Bremont supports and promotes this mentality and is proud to provide watches for some truly extraordinary feats of endurance that inspire us to push ourselves to achieve incredible things.
Bremont is built on a rich British heritage and the brand represents a true embodiment of the indomitable British spirit. Through sheer vision, determination, and belief, Bremont has established itself as a leading brand in the luxury watch industry. These intrinsic values form the basis for Bremont’s core message and brand philosophy.
The company manufactures its mechanical watches at scale from “The Wing”, Bremont’s 35,000 sq ft state-of-the-art Manufacturing & Technology Centre in Henley-on-Thames, England. High precision engineering, craftsmanship, technical innovation, and a distinctive design ethos set Bremont apart, combined with its unique spirit of adventure.
KEY PURPOSE OF THE ROLE
To work alongside and support the Service Atelier with the goal of delivering exceptional service expected from a luxury brand. Focusing predominantly on ensuring timepieces enter and exit the service flow in an efficient and accurate manner. This includes liaising with internal and external stakeholders as appropriate, completing tasks within predetermined timeframes and making every effort to surpass client expectations.
KEY RESPONSIBILITIES
* Booking-in all Service Atelier repairs.
* Photographing timepieces.
* Reviewing timepiece history.
* Ensuring client information is entered accurately and kept up to date.
* Producing and actioning estimates within agreed timeframes.
* Providing appropriate technical explanations in an easy-to-understand manner when required.
* Monitoring estimate reminder report and acting as necessary.
* Actioning proceeds within agreed timeframes.
* Allocating picked components to relevant repairs.
* Generating invoices for service repairs and monitoring payments received.
* Processing completed repairs ready for dispatch by logistics.
* Liaising with clients at each step of their journey, including but not limited to keeping regular contact via email and telephone to ensure queries are acknowledged and acted upon.
* Keeping the service inbox updated with timely responses within set timeframes.
* Answering any incoming enquiries via phone with all stakeholders.
* Updating tracking details in the system and informing clients as appropriate.
* Ensuring all relevant accessories and documents are returned.
* Arranging warranty collections from direct clients when required.
* Monitoring and replenishing Customer Service administration resources.
* If required, serving Service clients at ‘The Wing’ boutique. (Repair collection/drop off)
* Representing the brand in a professional manner, building a personal rapport with the clients.
* Continually seeking to improve Customer Service administration processes.
* Remaining current with Bremont innovations, products and services.
* Providing support to other Operations departments if/when required.
PERSON SPECIFICATION
* Able to demonstrate exceptional customer service positively and professionally.
* Able to manage time effectively and prioritise as required.
* The ability to understand and manage client expectations.
* Able to demonstrate confident and polite communication skills across multiple platforms.
* Experience in a customer service role beneficial.
* Honesty and integrity.
* Friendly & patient, able to adapt complexity of communication to audience easily.
* Willing to adapt proactively and positively to new challenges.
* Enthusiastic, self-motivated.
* A team player but also confident to work proactively without guidance.
* Excellent attention to detail and good organisational skills.
* Good standard of written English and grammar.
* IT literate, able to use Excel, Word, and data entry programs.
* Willing to adapt and take on new challenges and driven to continually improve.
* Understanding of the importance of brand attributes.
KEY RESULTS
* Expected quality (Procedures, guidelines, KPIs and customer satisfaction)
* Expected quantity (Performance KPIs)
* Adheres to and enforces Bremont’s technical and service guidelines.
* Guarantees quality of his/her complete environment, maintaining cleanliness and tidiness.
* Adopts the most effective and efficient methods to improve workflow speed and efficiency.
* Discusses issues on any products or problems linked to workload or environment and provides feedback to management to achieve productivity level.
* Undertakes temporary or special projects assigned to him/her by superiors to expand scope or skill base.
COMPANY BENEFITS
* 25 days holiday plus bank holidays, and 3 days paid time off in December for HQ Shutdown!
* Life cover of x3 your salary
* Excellent length of service awards featuring the issuing of those Bremont timepieces we are all so proud to produce.
* Significant permanent employee discounts on Bremont Watches, with great ‘family and friends’ sales.
* Unique retail discounts for many different brands, available both locally and online.
* Enhanced Maternity and Paternity leave.
* Wellbeing initiatives including counselling and 24/7 financial & legal advice.
* Strong support regarding time off for you to partake in any commendable volunteer work.
* We’re a sociable bunch and plan several social events throughout the year.
* Training programmes offered with a focus on career development within the company.
* A fantastic and enviable new facility in which to work, very near the town centre.
WORKING ENVIRONMENT
* 37.5 hours a week, Monday – Friday, on site at our HQ in Henley on Thames
* Working autonomously and in a team of 4
* Work location on the main bus routes from Reading and High Wycombe, as well as train services within a 15-minute walk
* Probation process 4 months standard
Stage 1
Interview with the hiring manager and HR via Teams.
Stage 2
Interview with hiring manager and senior manager onsite.
Smart dress code required.
Seniority level
* Not Applicable
Employment type
* Full-time
Job function
* Administrative
* Industries: Retail Luxury Goods and Jewelry
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