POSITION SUMMARY:
We are seeking a Customer Service Assistant to support the day-to-day administrative and operational activities of the customer service team. This role will provide hands-on support to a two-person customer service team, with a strong focus on repair administration, data entry, case follow-up, and coordination across the aftersales process. The ideal candidate is organized, detail-oriented, and service-minded, with the ability to manage a range of tasks.
Key Responsibilities:
Support the customer service team with the administrative flow of repairs in internal systems.
Document incoming watches for repair and enter customer and repair information accurately.
Create and update repair records, including customer details, repair purpose, estimates, approvals, and declines.
Monitor open repair cases and assist with follow-up on pending repairs and customer inquiries.
Help maintain accurate customer records, tracking information, and repair documentation.
Assist with preparing repair estimates and related customer communications.
Support invoicing for completed repairs and assist with payment collection processes as needed.
Coordinate internally with watchmakers and other aftersales team members to help ensure smooth repair flow.
Assist with customer drop-off and pick-up processes at the facility when needed.
Help manage boutique, dealer, and end-customer inquiries with professionalism and timely follow-up.
Support the team with general administrative tasks, reporting, and other department-related projects as assigned.
Qualifications:
High school diploma or GED required.1–3 years of relevant administrative, customer service, operations, or aftersales support experience preferred.
Experience in luxury, retail, aftersales, or repair-related environments is a plus.
Proficiency in Microsoft Office, especially Word, Excel, and Outlook.
Experience with systems such as Salesforce, ERP platforms, or case management tools is preferred.
Profile Strong organizational skills and high attention to detail.
Comfortable handling repetitive administrative tasks with accuracy and consistency.
Ability to prioritize, multitask, and work effectively in a fast-paced environment.
Strong written and verbal communication skills.
Customer-focused mindset with a professional and calm approach.
Able to work independently while contributing positively to a small team.
Reliable, hands-on, and willing to support operational needs wherever needed.
