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LUXURY TIMEPIECES After Sales Service Staff (Tokyo)

Gucci - Regular
Tokyo - Japan

The purpose of the role is to coordinate After Sales Staff / Service operations, improving the activities in order to
meet company targets. This position reports to Controller.

Responsibilities include;

  • Manages and control the daily activities of the external Watch Repair Center and other after sales activities.
  • Coordinate with Gucci Customer service team to satisfy their needs
  • Analyze the market and competitors’ activities to improve the service quality
  • Organize work orders and dispatch technicians accordingly, and review workflow to meet customer timeframes
  • Monitor work order load, progress, and completion.
  • Order replacement parts and maintain an inventory of commonly used parts.
  • Maintain of master data of parts with ERP
  • Provide information to sales and retailers, and Gucci Japan concerned.
  • Deal directly with customers either by telephone, electronically or face to face
  • Respond promptly to customer inquiries / Handle and resolve customer complaints
  • Obtain and evaluate all relevant information to handle product and service inquiries
  • Direct requests and unresolved issues to the designated resource
  • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
  • Record details of inquiries, comments and complaints / Record details of actions taken
  • Monthly report to HQ and communicate whenever necessary
  • Prepare and distribute customer activity reports
  • Manage administration
  • Communicate and coordinate with internal departments
  • Follow up on customer interactions


  • 7 + years customer service experience including in watch industry, or other consumer goods.
  • In depth knowledge of latest Watch and Jewelry trend and market information
  • Analytical skill
  • Knowledge of customer service principles and practices
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Data collection and ordering
  • Maintain a balance between company policy and customer benefit in decision-making.
  • English communication skill is preferred
  • PC skills (Word, Excel, PowerPoint, Outlook) required

Key Competencies

  • Hard working professional, with hands-on and open minded attitude
  • Entrepreneur and creative minded, Challenging spirit
  • Decision maker, Self starter, Team worker
  • Committed and motivated
  • Good communicator
  • Stay positive under pressures
  • Customer service orientation
  • Has a pleasant, patient and friendly attitude.
  • Initiative
  • Stress tolerance
  • Interpersonal skills
  • Strong detail orientation and communication/listening skills.
  • Full time
  • Asia
  • Japan

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