At a Glance
- Tasks: Act as a client liaison, ensuring smooth communication and updates on watch repairs.
- Company: Join Harrods, a luxury department store known for its exceptional shopping experience.
- Benefits: Enjoy a friendly work environment with career growth opportunities and support.
- Other info: Work on-site 5 days a week in a vibrant and inspiring atmosphere.
- Why this job: Be part of a dynamic team making luxury experiences possible for clients.
- Qualifications: Proficient in Microsoft Office, excellent time management, and strong communication skills.
The predicted salary is between 20790 - 25410 £ per year.
Our Administrators act as the client liaison between internal and external workshops, and the Aftercare department, ensuring clients have the most up to date information regarding repairs and clarifying any aspects outlined by the Workshop.
Within the role, you will act as the final check of a watch repair before it is released back to the client, ensuring all proceeded work has been carried out by the relevant parties and is to a satisfactory standard, ensuring SLA's are met and chasing brands for updates when needed. As an Administrator, you will handle the verification of invoices and ensure repairs are updated systematically, logging and uploading all invoices onto internal repairs portal and the margin tracker. You will manage the Aftercare email inboxes, ensuring SLA's are met and coordinating all resulting client communication thereafter, also handling complaints with clients and brands confidently with all correct information, before Management escalation is required.
You will also:
- Receive estimates from brand workshops and regenerate them for client understanding, accurately calculating any monies owed.
- Be fully conversant with internal booking in systems (SSC), with ability to troubleshoot issues as and when they arise.
- Proceeding, declining, or amending any work required with the brand on the original estimate, as per the clients’ wishes.
- Maintain a clear log of all work that has been accepted back into store from the brand workshops.
- Proficient in SSC, ensuring that relevant chases with the brand for overdue repairs are carried out, and repairs are pushed through to the final collection activity promptly.
- Oversee safe dispatch of all goods via high value courier via UK and overseas, and all necessary system and paperwork.
- Maintain and update all internal contact and pricing documents to ensure accuracy of information.
This role is fully on site, working 5 out of the 7 days a week.
We are looking for an Administrator with excellent working knowledge of Microsoft Outlook, Word, Excel, and the ability to learn new systems quickly. You will have excellent time management skills and experience multi-tasking in accordance with changing priorities throughout the working day, using your attention to detail and time management skills to work towards tight deadlines. You will be a confident communicator who is comfortable to converse with clients and raise issues with Senior Management and internal stakeholders.
Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences.
Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive.
Aftercare Administrator employer: Harrods
At Harrods, we pride ourselves on being an exceptional employer, offering a dynamic work environment in the heart of Knightsbridge. Our commitment to employee growth is reflected in our supportive culture, where collaboration and innovation are encouraged, and opportunities for career advancement abound. With a hybrid working policy that promotes work-life balance and a focus on diversity and inclusion, we ensure that every team member can thrive while delivering world-class service to our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Aftercare Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harrods. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harrods before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Aftercare Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harrods:Your cover letter is your chance to shine! Tell us why you want to work at Harrods specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harrods!
How to prepare for a job interview at Harrods
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
