Luxury Timepieces After Sales Service Staff (Tokyo)

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The purpose of the role is to coordinate After Sales Staff / Service operations, improving the activities in order to
meet company targets. This position reports to Controller.

Responsibilities include;

Manages and control the daily activities of the external Watch Repair Center and other after sales activities.
Coordinate with Gucci Customer service team to satisfy their needs
Analyze the market and competitors’ activities to improve the service quality
Organize work orders and dispatch technicians accordingly, and review workflow to meet customer timeframes
Monitor work order load, progress, and completion.
Order replacement parts and maintain an inventory of commonly used parts.
Maintain of master data of parts with ERP
Provide information to sales and retailers, and Gucci Japan concerned.
Deal directly with customers either by telephone, electronically or face to face
Respond promptly to customer inquiries / Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle product and service inquiries
Direct requests and unresolved issues to the designated resource
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
Record details of inquiries, comments and complaints / Record details of actions taken
Monthly report to HQ and communicate whenever necessary
Prepare and distribute customer activity reports
Manage administration
Communicate and coordinate with internal departments
Follow up on customer interactions


  • 7 + years customer service experience including in watch industry, or other consumer goods.
  • In depth knowledge of latest Watch and Jewelry trend and market information
  • Analytical skill
  • Knowledge of customer service principles and practices
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Data collection and ordering
  • Maintain a balance between company policy and customer benefit in decision-making.
  • English communication skill is preferred
  • PC skills (Word, Excel, PowerPoint, Outlook) required


Key Competencies

Hard working professional, with hands-on and open minded attitude
Entrepreneur and creative minded, Challenging spirit
Decision maker, Self starter, Team worker
Committed and motivated
Good communicator
Stay positive under pressures
Customer service orientation
Has a pleasant, patient and friendly attitude.
Stress tolerance
Interpersonal skills
Strong detail orientation and communication/listening skills.