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Senior Customer Service

16/10/19 11:37
KL City Centre, Kuala Lumpur
Job Type:
Full Time
RM3500.00 - RM4500.00 per month , including bonuses

  • Operational monitoring of all repairs in Retail & Wholesale networks with the primary objective to deliver an outstanding customer experience
  • Management and respecting of the Group & Maisons’ policies, repair lead-time objectives, operating,  procedures & best-in-class service level to customers
  • Stabilization and sustainability of operational performance towards Customer satisfaction
  • To be responsible & accountable for all customer's products received for services/repair and to handle them with due care


The customer contact is mainly responsible for managing all contacts for repairs and spare parts with:
  • B2B contacts (internal and external Boutiques, authorized and non-authorized Retailers)
  • Central and local Maisons
  • Richemont Customer Relation Center (CRC)
The main task is:
  • Answer to all questions (estimates, prices, lead times, delays, etc.)
  • Place spare parts sales orders (Retailers and external workshops)
  • Provide technical support (iPASS, etc.)
  • Maintain & communicate end-of-repair date according to information coming from Regional Spare Parts Operations, Workshops (internal and external), Manufactures, etc.
  • Manage repairs waiting for estimate answer, accept estimates
  • Manage repairs sent to Manufactures (prepare documents, proforma, follow up with Central Brands, etc.)
  • Follow spare parts issues with regional spare parts operations & update customers.
  • Manage all the missing information (Client request, price & availability, send to manufacturer approval, etc.)
  • Escalate difficult claim cases to Customer Service Manager thereafter to Local/Central Brands (invoiced repairs under warranty, multiple warranties, product exchange…)
  • Issue credit notes
  • Handle counterfeit & stolen cases
  • Daily check on the Boutique transfers (in and out


The RCS the administration team is mainly responsible for managing registration, estimates, final control & invoicing

Main tasks are:
  • Registration of incoming wholesale repairs; transfer-in and check of the Boutique repairs
  • Perform/check service orders for Platform(s) and Manufactures repairs
  • Perform Estimates if necessary or Start Intervention Explanation Letter (SIEL)
  • Manage inter-company estimates
  • Send estimate reminders to Clients
  • Perform final (aesthetical & commercial) control
  • Perform Invoicing
  • Perform the monitoring (physical and system) of the repairs in admin steps; track anomalies
  • Execute regular repair inventory and track anomalies
  • To update one-self regularly for product knowledge, updates & services information through contribution to OneWiki enrichment & the Maisons intranet
  • Perform stock count as and when require (following 4-eye principle, compliance, process, etc.)
  • To perform regular & proper housekeeping practices ensuring the Customer Service The platform is kept clean & tidy at all times


  • SPM / Diploma with above 5 years in a Customer Service environment
  • Working experience in luxury watches environment is preferred
  • Fluent in both spoken & written in English; Mandarin language is preferred
  • Proficient in the usage of Microsoft Office applications (Outlook, Excel, Word, PowerPoint, etc.)
  • SAP experienced is an added advantage
  • Possess passion & tenacity in delivering a high level of customer service in professionalism, good people and communication skills with a customer-centric mind-set

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