Lunn's: Customer Service Advisor

How to Apply

Hours of Work:

• Full Time: 5 over 7 days per week, 37.5 hours standard hours (typically 8.45am-5.15am)

• There may also be a requirement, on occasions to work additional hours as per business needs.

Role Purpose:

To maintain all areas of expertise in the aftercare department you will develop the Brand Partnerships within the aftercare department, ensuring all KPIs are in line with Brand expectations.

Role Scope:

Work within the Service Team to ensure Lunn’s provide world class service and aftercare to our clients.

Area of Responsibility: Brand Partnership

Key Activities:
• Keep abreast of the commercial market to ensure awareness of the market.
• Maintain an excellent working knowledge of Jewellery and Watches to ensure emerging trends are recognized and acted upon.
• Keeping up to date with Brand Partners socials for updates and launches.
• Build and maintain relationships with Brand Reps.

Area of Responsibility: Client Relationship

Key Activities:

• Client interactions including processing of jewellery and watches in and out of the aftercare department.
• Dealing with client queries and complaints.
• Grow and maintain existing clients into long term relationships.

Area of Responsibility: KPIs & Service Duties

Key Activities:
• Achieve and maintain all KPI’s for Brand Partners.
• Manage repairs in and out of the service department.
• Correspondence with manufacturers and clients.
• Quality control mark backs and processing via the system.
• Dispatch of repairs to manufacturers.
• Estimates generated from manufacturers to customers.
• Handling local repairs in and out of the service department.
• Valuations of repairs.
• RCPO and pre-owned repair handling.
• Handling of all mono-brand repairs across the business.

Area of Responsibility: Learning & Development

Key Activities:
• Continue to prioritise learning and development for yourself and ensure you keep up to date with any qualifications required in the industry.
• Keep abreast of product training for all Brand Partners.
• Ensure you keep up to date with all professional training.

Essential

• 2 years experience in Retail or 2 years experience in customer service/ aftercare

Desirable

• Experience in Luxury Retail 

• Recognised jewellery qualifications

• Experience in CRM systems

To Apply, please visit: https://lunns.com/pages/custom...