MAIN PURPOSE

The RCS coordinator is a key contact for an assigned group of customer accounts. The incumbent of this position responds to nternal and external customer requests, orders, concerns, suggestions and complaints. Internally the RCS coordinator gathers information and coordinates related activities with the sales, workshop and logistics staff as well as external vendors. This incumbent is required to follow and communicate Richemont best business practices to customers, and diligently demonstrate the Richemont values on a daily basis.

RESPONSIBILITIES

Provide customer service support to Richemont Brands by obtaining, analyzing and verifying the accuracy of repair information in a timely manner
Initiate and execute expertise and corrective action as needed in order to ensure that an excellent standard of service delivery and a high level of customer service are upheld
Daily invoicing of all allocated repair interventions to Boutiques and Authorised Dealers
Ensure at all times to deliver an above average product eloquence when dealing with customers
Co-ordinate and handle difficult and / or unusual customer situations (trouble shooting)
Resolving any issues that are pending customer approval
Daily execution of inquiries from sales representatives and clients, to resolve a variety of repair-related issues
Timely and accurate administration of sales orders, customer complaints and repair returns
Prepare Customer Service reports and checks, to ensure effective and efficient admin operation (Weekly TODES + Weekly KPI + Weekly RUD)
Ensure the full development and recommendation of changes to existing methods and systems, to increase the accuracy, effectiveness, efficiency, and responsiveness of the Customer Service Department as a whole
Ensure control of daily Department Stream Flow, including all repair interventions and correct statuses actioned
Execute monthly SAP Analytics RCS Reporting to IG and entire CS Department, as well as
analyzing PAP and Return statuses reports
Execute and control of daily ordering of Branded SP orders and Workshop consumable orders to Amsterdam Distribution Centre, as well as creation of SP references when required to ensure successful completion hereon
Execute all queries, repair intervention deliveries, plus all aspects of customer service excellence to allocated Dealers and Cartier Sandton City Boutique
Execute monthly meeting with Cartier Sandton City Boutique, always ensure effective and efficient collaboration and customer service excellence
Providing back-up support to fellow administration team colleagues, in the performance of job duties, as required
Ensure service excellence and client satisfaction at all times with all client products

EXPERIENCE ’ QUALIFICATIONS

Matric
National Diploma / Degree
2 years plus progressive customer service experience.
Punctual and reliable.
Professional demeanor with a strong sense of customer service.
Must work well under pressure.
Must be able to multi-task.
Proactive and action driven.
Good oral and written communication skills.
Excellent interpersonal and communication skills.
Excellent sense of priority skills.
Full MS Office Package (Advanced Outlook and Excel)