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Customer Service Associate - Watch Servicing Specialist

Within their watch servicing speciality our client has been for many years seen as the industry trailblazer. Lifting away the mystique often associated with watch aftersales, they have enabled this vital service proposition to be accessed directly by watch wearers.

Initially set up to be an e-commerce business, interaction has primarily been focused from a single main service centre location – this though has recently changed to embrace a presence within a bricks and mortar retail setting.

Job Role:
Brand accreditation for delivering after-sales servicing is viewed as being key to gaining customer confidence and already they have several significant watch manufacturers approval to repair, renovate and refurbish. This role is based within the heart of the company’s operation – managing the watch repair journey from point of initial consumer enquiry through to repair/servicing resolution.

Very often clientele are perplexed and not necessarily appreciative of the technical complexities within their favourite timepiece and this role is all about offering resolution that can return their timepiece to its first bought glorious condition.

Your role is to manage the entire process from gaining initial commitment to post – review of incoming pieces for repair across to organising as accurately as one can the likely estimate of works to be undertaken and then securing the appropriate workshop time. Ever on hand to see each job through to successful conclusion you will update clientele as to progress, all the way through to completion of each repair transaction and then organise prompt customer return.

Personal visitors do occasionally drop off and collect from their main service facility so at a drop of a hat you will need to be ready to receive clientele in an ever personable, professional, and organised manner.

The team has many very highly qualified horological professionals within – able to deliver workmanship that reflects the very best of Swiss Watch Servicing standards. For you this is a privilege to support and be the front house contact who ultimately affords these technicians the daily bench challenge and space to focus singularly on their watchmaking talents uninterrupted leaving all other liaison firmly with yourself.


To be successful within this role you need to be at ease with watch / horological terminology and possess a real verve and passion for giving the very best customer service.

Individually you need to possess great communication skills – be it on the telephone or via email inspiring forward trust in the service centre competency that time after time all strive to deliver.

Able to work efficiently your experience will be supported by highly trained watch technicians who will assist in the early days with the required repair advice that needs to be imparted. The mission being to accurately appraise clients as to time and cost outcomes before being re-united with their much-loved timepiece.

Without doubt this is a very busy specialist customer service challenge which has huge variety, copious amounts to learn but is still very much about delivering one to one customer service experience that reflects well on the team, the original watch manufacturer and of course inspires future confidence to again and again future retain. To apply please forward your CV to the team at JML.

Customer Service Associate - Watch Servicing Specialist

Hatton Garden, London EC1
Good salary terms + performance review + development opportunities

Published on 6 Jan 2022

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