After Sales Service Staff

Job Title: After Sales Service Staff
Contract Type: Permanent
Location: Tokyo, Japan
Industry: Supply Chain Management
Salary: 3500000 - 4500000
Reference: 11388
Contact Name: Agnes Lewandowski
Job Published 17 Sep 2019


After Sales Service Staff  
Job Responsibilities:  
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  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, 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.

 Initiative

 Stress tolerance

 Interpersonal skills

 Strong detail orientation and communication/listening skills.