About this role
Work Scope:
To represent the AP brand as a Technical Advisor
as a Technician providing value added technical expertise to the customeras a customer service specialist in providing knowledge and insightas a passionate ambassador of the brandTo share passion and technical knowledge in order to elevate knowhow of the retail team
The Technical Advisor embodies the craftsmanship and brand legitimacy in the AP House
Job Responsibility and Duties
Administrative Functions (refer to Company CS training)
Act as a Client Care specialist in entire after-sales jobs process (registration, acknowledgement, follow-up, invoicing, closing); photos of watches at drop off and pick up of repairsClient updates on repairs, nursing calls as part of Client CareIdentifies counterfeits at the time of drop offCRM (Saleforce) entries, especially notes when direct interactions with repair customerContinuous exchanges and contact with customer service centreHelp the location manager in monitoring progress of KPIs (e.g. Immediate Estimate, CS estimate rejection rate, Long pending CS pick up, Accessories Sales etc.)
Customer Service Support: (refer to Company retail training)
Provide quick small intervention service to AP customer as: Strap exchanges, Links removal or addition, Water resistance testing; working order controlAnswer client questions from a technical standpoint; thoroughly explain movements from a watchmaker’s point of view but in terms that a client will understandExplains the “immediate estimate” process to the client and the type of standard service proposed
Spare Parts Management:
Responsible for spare parts management, perform solely spare parts inventory 1x/month during the month and assist in 1st of month inventoryParticipate in decision of regular replenishment of necessary spare parts (straps, links, buckles, screws, etc…)Cost control of spare parts (in conjunction with Client Care specialist and Boutique Manager)Provides trust through a complete knowledge of company products, company procedures and market awarenessService clients with a positive attitude and spares no efforts to ensure their satisfaction
Sales Support: (refer to Company retail training)
Provide floor sales coverage support to front line teamSale and promotion of Audemars Piguet products through the AP House / boutiqueDevelop and maintain customer relationships / correspondence, actively use CRMPossess complete knowledge of company history, product, positioning vs competition, company procedure and market awarenessProvide training to boutique staff on movements characteristics, materials, performances of both AP and the competition; improve confidence and credibility of staffCommunicate on a regular basis to staff regarding new policies, company issues, related to Client Care
Client experience and marketing support
Actively participate in marketing activities and events, provide support in sharing technical knowhow andLead watchmaking masterclass presentationsProvide ideas and opinion in the shaping of future events and experiences for clients Technical skills and experience required.Good verbal and written communication skills.Team player, actively participates to the overall activity of the boutique.Demonstrate expertise on new luxury watches as well as old vintage watches; and a good general knowledge of watchmaking industry Audemars Piguet offers a competitive and comprehensive compensation and benefits package.
Audemars Piguet is an equal opportunity and affirmative action employer. Audemars Piguet hires without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.