Customer Contact Administrator - UAE National

Geographical Area Under Responsibility/Brand/Function

Richemont Middle East

Reporting To

Administration Manager

Location

Dubai, UAE

Primary Duties

Manage all the communication in and out of RCS and the follow up of the repairs.

Key Responsibilities

• Customer Contact

• Manage all communication and follow up with:

• B2B contacts (internal and external Boutiques, authorized and non-authorized Retailers)
• Richemont Customer Relationship Center (CRC)
• Central Brands CS representatives
• Local Brands representatives
• Plan quarterly boutique visits.
• Repair Activities

• Manage all the missing information for the estimate (Client request, price & availability check status).
• Handle repairs waiting for estimate approval portfolio. Accept estimates and transfer to technical department (print technical papers, add used components bags\xe2\x80\xa6).
• Handle cost estimates refused.
• Create HQ estimates.
• Handle repairs sent to Manufactures : prepare documents (proforma), portfolio follow-up with central Brands, estimate creation.
• Push the piece for repair.
• Repair Follow-ups

• Handle the repairs portfolio.
• Answer to all questions related to repairs (estimates content, prices, lead times, delays, etc.).
• Maintain & communicate end-of-repair date according to information coming from Regional Spare Parts operations, workshops (internal and external), manufactures. In case of delay, contact Boutique and provide new end-of-repair date.
• Keep track of the first schedule date for the KPI.
• Check on a daily basis of the Boutique transfers (in and out).
• Escalat difficult claim cases to Local/Central Brands (invoiced repairs under warranty, multiple warranty, product exchange\xe2\x80\xa6).
• Issue credit notes.
• Handle counterfeit & stolen cases.
• Spare Parts Follow-up

• Initiate the picking of the spare parts in the system.
• Follow spare parts issues with regional spare parts operations. Inform Clients in case of delay.
• Team Player & Team Back Up

• Manage claims with Logistics, Finance, etc.
• Participate to the Platform \'Morning meeting\' and contribution effectively to continuous improvement for the region.
• Request for days out of the office in the system and in the team worktime follow up file.

• Be polyvalent in repair reception, registration and invoicing.
• Back up the team if assigned by the team leader.
• Support Implementation of SAP for Richemont Customer Service and other customer service projects

Work Environment & Culture

Richemont is offering you a great opportunity to work in a reputable and professional leading Company in the Luxury Industry.

Become a part of a Creative, Ambitious & Diverse team, and take your decisive step towards your career development within our organization.

Richemont is a Switzerland-based luxury goods holding company founded in 1988 by South African businessman Johann Rupert. It is a family-spirited Group, enabling its Maisons and businesses to grow while staying true to their heritage and owns several of the world\'s leading companies in the field of luxury goods, with particular strengths in jewelry, luxury watches and writing instruments.

At Richemont, our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.

Quite simply, at Richemont you have the potential to be much more than your job title!

*Please note, in line with the UAE Government\'s Emiratization initiative, Richemont will only consider UAE Nationals with a family book for this opportunity.

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