Customer Service Coordinator

As a Customer Service Coordinator, you will be the ambassador of our brand, ensuring that every after-sales interaction reflects the quality and excellence our clients expect. You will manage administrative workflows, data processing, and repair coordination while maintaining a seamless, personalized experience for all clients - including both end customers and wholesale partners.

This role is ideal for someone who thrives in a fast-paced, high-volume environment, can multitask with precision, and remains poised and professional under pressure. You will play a pivotal role in strengthening client relationships and supporting the operational excellence of our after-sales service.

Key Responsibilities

• Oversee the end-to-end administrative process for repairs and after-sales services, including data entry, order tracking, and service request processing.
• Maintain meticulous records across all systems to ensure accuracy and data integrity.
• Collaborate closely with the logistics department to coordinate shipments, transfers, and deliveries, ensuring smooth operations between internal teams and clients.
• Monitor outstanding jobs, follow up proactively, and prioritise tasks to maintain efficiency in a fast-paced, high-volume environment.
• Ensure strict adherence to company procedures, standards, and service protocols.
• Identify opportunities to streamline workflows, enhance efficiency, and improve client satisfaction.

Processes & Reporting

• Track and monitor all after-sales activity, including repair requests, shipments, and inventory updates, ensuring all data is accurate and up-to-date.
• Utilise company systems and reporting tools to monitor workflows, identify deviations, and initiate corrective actions.
• Prepare and distribute detailed activity and performance reports to internal stakeholders, including logistics, workshop, and management teams.
• Maintain continuous collaboration with logistics and workshop teams to ensure timely service delivery.

Client Relations

• Deliver exceptional service to both end customers and wholesale partners, responding to enquiries via phone, email, and in-person.
• Provide accurate information on services, pricing, and turnaround times with professionalism and care.
• Handle client concerns and complaints with empathy, discretion, and efficiency, ensuring positive resolutions.
• Follow up on all interactions to guarantee timely and thorough resolution or escalation when required.
• Organise workload to meet client expectations while maintaining high standards of service.
• Keep precise records of all client communications and actions taken.

Experience

• Previous experience in luxury customer service, client administration, or after-sales support, ideally in luxury retail or high-end service environments.

Skills

• Exceptional written and verbal communication skills, capable of engaging clients and building trust across all levels.
• Strong IT proficiency, including Microsoft Outlook, Word, Excel.
• Confident in managing enquiries, objections, and resolutions across diverse client groups.
• Highly organized, capable of multitasking, prioritizing, and maintaining performance in a fast-paced, high-pressure environment.
• Strong problem-solving skills with a proactive, client-focused approach.

Personal Attributes

• Passionate about delivering world-class customer service.
• Calm, efficient, and detail-oriented under pressure.
• Adaptable, solutions-focused, and proactive.
• Self-motivated, with the ability to work independently while contributing to a collaborative team.
• Professional, personable, and committed to upholding the brand’s prestige.