After Sales Assistant Customer Service Manager

Location: Rayleigh
Contract Type: Permanent
Hours: Full time, Monday – Friday, 8.30am – 4.30pm
Salary: £24,000 per annum
Benefits: Competitive

THE COMPANY

Rotary Watches Limited is an award-winning, world-recognised British design brand offering classic and contemporary timepieces.  With over 125 years of excellence in horology, Rotary remains a favourite amongst watch buyers.

The Role

Are you a detail-driven individual with a keen interest in delivering high-quality service and a proven passion in representing respected brands? 

Rotary Watches remains committed to creating not only cherished timepieces but also growing an After Sales team that reflects our respected values as a heritage brand. We are seeking an experienced Assistant Customer Service Manager who will assist and oversee our evolving customer service department. You will be a motivated and meticulous person who understands the intricacies of the client journey. 

Managing our After Sales department, you will have the ability to recognise areas of improvement and act upon your own recommendations and initiatives. This role is dedicated to ensuring a seamless customer journey and that all clients are responded to in a timely, articulate and faultless manner. This is a fast-paced role that requires an individual who is not only organised, but also an excellent communicator who understands their role as a representative of Rotary Watches.

Main Duties and Responsibility

• Managing a customer service team to ensure that all client enquiries are dealt with in a professional and faultless manner
• Interacting with clients via telephone and email when needed
• Booking in orders and repairs, liaising between B2B and B2C clients
• Monthly reporting
• Identifying areas of improvement and implementing positive changes that enhance the Rotary client journey.
• Ensuring all transactions are recorded accurately
• Administrative tasks such as invoicing and postal claims
• Processing refunds and exchanges
• Managing the processes of goods going out including packing and despatch

Essential Skills and Experience

• Proven experience of managing a brand’s after sales journey and delivering exceptional customer service
• Previous experience working with a CRM
• Polite and confident on the phone with excellent communication skills both verbally and written
• Good standard of numeracy and the ability to work with budgets (please remove not needed)
• Excellent knowledge of Microsoft Outlook, Excel and Word
• Excellent time management and organisational skills.
• Excellent leadership skills with the ability to inspire a team of people to deliver positive results
• Work well under pressure and confident with dealing with requests coming in from multiple channels

Desirable skills and Experience

• Knowledge or work experience with watches and/or components.
• Understanding of the premium/luxury market

Benefits

• Critical Illness and Life Insurance cover
• Pension scheme
• 25 days’ annual leave + Bank Holidays + Birthday off
• Employee Assistance Programme

You may also have experience in the following:  Aftersales Manager, Customer Service Lead, Customer Manager, Customer Experience Manager, Customer Service Representative, Contact Centre, Customer Service Advisor, Call Centre, SAP, Inbound Calls, Customer Service Administrator, Sales Support, Admin Exec, Customer Service Executive, Client Relationship, Customer Support, etc.

REF-(Apply online only)