Client Care Specialist (1 Year Contract)
Richemont · Singapore
Founded in Florence in 1860, Panerai forged its reputation by developing precision instruments and professional watches for the Royal Italian Navy, renowned for their reliability and functional design. Rooted in performance, purpose, and precision, the Maison embraces its heritage while pushing the boundaries of innovation, combining Italian design with Swiss expertise. Today, Panerai continues to create tool watches that serve as trusted companions for every adventure, even in the most demanding environments.
KEY RESPONSIBILITIES
A. CLIENT CARE & AFTER-SALES SERVICE
- Manage the end-to-end after-sales service journey, from service intake and repair tracking to client communication and collection.
- Coordinate technical assessments and service recommendations with the Panerai Manufacture (as necessary), the watchmaker and Richemont Customer Service Centre.
- Work with the Boutique Director and retail team to prioritise service requests and resolve client concerns.
- Monitor repair progress, quotations and turnaround times, providing timely updates to clients across relevant communication channels.
- Ensure Service Order Forms are completed accurately and all service records are updated promptly.
- Safeguard client watches and property in accordance with company procedures.
- Coordinate with the Panerai Manufacture (as necessary), the watchmaker and Richemont Customer Service Centre to ensure efficient service workflows.
- Support the retail team in maintaining consistent after-sales service standards.
B. CLIENT SATISFACTION & NPS PERFORMANCE
· Monitor service-related NPS and client feedback across relevant channels.
· Follow up with dissatisfied clients and detractors to address concerns and facilitate resolution.
· Analyse client feedback, identify recurring issues and recommend improvements to the Boutique Director.
· Track corrective actions and work with retail teams to improve client satisfaction.
· Identify opportunities to enhance the client experience through proactive communication and personalised follow-up.
C. REGIONAL SAV & PRODUCT SUPPORT
- Support regional boutiques and retail partners across SEAO on after-sales service and product-related matters.
- Act as the central coordinator for regional product issues and liaise with HQ and relevant service teams.
- Track outstanding cases, escalate unresolved issues and follow through on corrective actions.
- Participate in HQ SAV calls and provide relevant updates on regional cases and product issues.
- Communicate product knowledge, service updates and operational guidelines to Singapore and regional boutique teams.
D. SERVICE ADMINISTRATION & INVENTORY MANAGEMENT
- Ensure Service Order Forms are issued, processed and recorded accurately.
- Issue tax invoices for chargeable services and repairs, ensuring corresponding payments are received and recorded.
- Maintain accurate service records and documentation for follow-up, reporting and compliance.
- Ensure all service-related systems and records are updated in a timely manner.
- Manage spare parts and consumables ordering, stock levels and replenishment.
- Monitor spare parts availability to support timely service delivery.
- Coordinate shipments relating to spare parts and after-sales service.
- Follow up on overseas repair cases, quotations and outstanding spare parts requests.
- Conduct regular stock counts and reconciliations, investigating and escalating discrepancies.
- Ensure accurate inventory records and proper documentation of stock movements.
REQUIREMENTS
- Minimum three years of experience in customer service, after-sales service or a client-facing role; luxury retail experience is an advantage.
- Customer-centric with a strong commitment to service excellence.
- Strong follow-up, organisational and problem-solving skills.
- Excellent written and verbal communication skills.
- Able to manage multiple cases and resolve issues independently.
- Effective stakeholder management and teamwork skills.
- Proficient in Microsoft Office and operational systems.
- High standards of integrity, attention to detail and accountability in handling client property and financial transactions.