Reference Code:  66286

Customer Service Advisor


West Malling, KEN, GB


Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre-owned watch specialist.

Location: Kings Hill


Reporting to: Aftersales Manager   


Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which customers can buy and sell luxury pre-owned watches. With thousands of watches available from over 50 brands along with modern boutiques located across the UK, Watchfinder also boasts a manufacturer certified Service Centre. Watchfinder has truly established itself as the top pre-owned watch specialist.


Role Insight


As a Customer Service Advisor at Watchfinder you will be responsible for supporting our customers with all service enquiries, including warranty claims, aftersales queries, and general account questions.  


You will be communicating with customers across multiple channels, including phone, email, messaging and social, building rapport through a personalised approach, to deliver excellent service that exemplifies the Watchfinder values. 


Your empathetic approach and proactive problem-solving attitude will ensure high levels of customer satisfaction, as we strive to deliver a great experience to every customer, every time. 


You’ll also play a key role in improving the Watchfinder customer experience through sharing customer feedback with the wider business, helping to identify opportunities to improve our processes and policies.


Roles and Responsibilities


  • Handling all aftersales enquiries from customers, including warranty claims and complaints from initial contact through to conclusion.
  • Managing sold warranty watches for investigation and repair.  
  • To develop a strong understanding of how stock, warranty and external repairs are processed, enabling clear communication to our warranty claim customers through proactive updates on progress
  • Supporting our International and Boutique teams with all aftersales processes, ensuring they are able to provide clear and proactive updates to their customers and providing guidance on policies and procedures 
  • Handling a wide range of aftersales queries, for example link requests 
  • First level support for customer complaints, demonstrating empathy and a professional approach to capturing the details, resolving the issue wherever possible, but recognising when escalation is required and following up with the relevant manager promptly to do so 
  • Liaise with cross-functional teams, including Servicing, Dispatch, Sales and Purchasing, and directly with manufacturers to ensure we have the right information, at the right time, to enable effective updates to customers across a range of topics 
  • Effectively prioritising workload to ensure the most urgent enquiries are handled with priority, multi-tasking across different disciplines as and when required 


Why work for Watchfinder?


Firstly, what makes Watchfinder a great place to work is the people! Whether that be within your immediate team or across other areas of the business, there really is a family feel across the whole company.


If personal growth and development is high on your priority list, then Watchfinder is the place for you. We’ve had numerous success stories throughout the business of our staff furthering and developing their careers, proving to be integral contributors to the company.


You may be excited to hear to that we have recently expanded internationally, boasting luxurious locations in Hong Kong, New York, Paris, Milan, Geneva, Zurich and Munich. With no sign of slowing down!


To be part of this exciting journey, apply now!


About you…


  • Experience working within a fast-paced, multi-channel service environment
  • Excellent organisation and time management skills, with the ability to multi-task and prioritise effectively
  • Confident and professional communication skills with the ability to listen
  • You are a customer advocate who can demonstrate empathy, whilst balancing the needs of the business and applying key policies
  • Resilient and confident when dealing with customer complaints
  • Proficient using Microsoft Outlook, Word and Excel
  • Knowledge of e-commerce or retail would be beneficial, but not essential


Our Benefits & Incentives


As well as a competitive salary we also offer a great benefits package:


  • Private healthcare and dental
  • Competitive pension scheme
  • 32 days holiday including Bank Holidays
  • Holiday scheme – Increasing annual leave
  • Season ticket loan
  • Cycle to work scheme
  • Employee Assistant programme
  • Extensive group discounts