• 고객 응대 및 서비스 관리
  • 고객의 수리 문의 및 요구사항을 파악하고 수리 내용, 견적 및 비용 안내
  • 고객 불만을 신속하고 전문적으로 대응 및 해결
  • 유관 부서와 협업하여 고객 만족도 및 서비스 품질 향상
  • SAP에 Service Order 생성 및 고객 커뮤니케이션 이력 관리
• 서비스 비용 결제 및 수납 관리
  • 수리 완료 제품 및 서비스 비용을 고객에게 안내하고 제품 인도
  • 서비스 비용 결제 및 수납 처리, 영수증 관리
  • 결제 내역 확인 및 일일 마감 보고서 작성
  • 수리 완료 후 미수령 제품에 대한 픽업 안내 및 리마인드
• 리셉션 운영 관리
  • 고객 접점인 리셉션 공간의 청결 및 정돈 상태 유지
  • 서비스에 필요한 비품 및 자료 관리
  • 서비스 관련 서류의 체계적인 보관 및 관리
• 보고 및 기타 업무
  • 일일 마감 및 활동 보고서 작성
  • 담당 Service Order 및 미결 업무 관리

Role Purpose / Objectives
Identify walk-in customer needs and provide proper response to them regarding the estimate and repair. Process accurate payment of service item and verify the payment data. Collaborate with internal stakeholders to ensure customer’s satisfaction, and making sure an excellent service is provided at all times. 

Walk-in Customer Care(고객 응대 및 서비스 관리)

1. Provide the necessary information about the repair, the repair estimate, and the products to help customers accurately understand the proposed services and costs, so they can approve the repair estimate and proceed with the repair
2. Listen and settle complaints from consumers in a timely and professional manner under the responsibility
3. Collaborate and communicate with other internal departments to ensure customer’s satisfaction.
4. Greet people visiting the organization and provide proper response to customers to the highest standards 
5. Create Service order in SAP based on customer request and maintain updated records of communication history into system

Manage Payments & Collection(서비스 비용 결제 및 수납 관리)

1. Review serviced item and service costs with customers during the pick0up process and hand over the watches
2. Process accurate payment of service and record receipts for services, and especially keen and wide eyes on cash activities
3. Verifying payment data and make a daily closing report
4. Execute proper reminder for watches waiting collection

Reception Area Operations(리셉션 운영 관리)

1. Ensure that the Reception Area is kept clean, tidy and supplied with all necessary materials
2. File and maintain service documents

Report & Others(보고 및 기타 업무)

1. Provide daily closing report 
2. Make various report such as daily activity reports
3. Manage outstanding service orders in charge, and conduct Stock-taking

1. At least 3 years of proven Customer-facing experience in Customer Service or Front desk Office or similar role
2. Working experience in the industry of luxury goods or FMCG will be an advantage
3. Have hands-on experience in solving issues to diverse customers and situations
4. Experienced in maintaining accuracy and attention to detail, especially regarding payment procedure
5. Good understanding of procedures and practices in customer service industry
6. Knowledge of MS office skills or ERP system
7.  University graduate
8. English skills in written and verbal are required