Audemars Piguet (Hong Kong) Limited 香港招聘

Client Care Advisor

  • Hong Kong

  • Full-time

  • Contract Type: Permanent

The present and future of Audemars Piguet are built on the invaluable contributions of all our talents. Inspired by the wealth of our past, we are excited about the endless possibilities that our future holds. Together, we are resolutely forward-thinking and strive for excellence in all areas of our business.

If this journey inspires you, come chart your own path within our family and let’s continue creating the extraordinary. Together, let's write the next chapter of your career!

Scope of Work

  • The main mission is being the first point of contact for our clients and prospects for requests from Asia (excluding Japan)

  • Provide a customer centric service to end clients by answering incoming calls and emails and providing the best customer experience.

  • Build and maintain AP database.

  • Generate traffic, interaction and sales with our boutiques. 

Responsibilities:

1. Answer calls and respond to end customers' emails across Asia 

  • Handle end customer inquiries both by phone (20s or call back same day) and by email (in less than 48h).

  • Provide standardize and qualitative customer experience.

2. Research required information using available resources 

  • Provide customers with immediate information on specific products, service, after sales and point of sales.

  • Master the relevant databases to get the most updated information (CRM, ERP, excel files)

3. Filter and route question to appropriate staff

  • Act as a first filter to clients' enquiries

  • Identify and escalate priority issues

  • Identify potential complaints and help resolve them 

4. Follow up customer calls/ emails

  • Constant follow up on clients' enquiries

  • Make sure every client gets a reply to its enquiries in a short time frame

  • Ensure an efficient closing of the enquiry while opening on new contact opportunities (product info, event invitation…)

5. Maintain and build AP database

  • Enter new end customer details into our CRM tool

  • Update existing clients information

  • Create and update all the "cases" in CRM

  • Create follow up opportunities to team members

  • Ensure customer "opt in" while sharing data protection requirements.

6. Generate interactions between boutiques and end customers 

  • Support our store network by responding to general product inquiries;

  • Drive traffic to boutiques

  • Make appointments between boutiques and clients

  • Generate sales opportunities

  • Manage sales over the phone when required.

  • Order, receive and invoice parts orders;

Qualifications:

  • HKDSE/ HKCEE or above; higher academic qualification is preferable

  • 3 - 5 years of experience in a similar position, preferably in the field of hospitality or luxury retail or experience in Customer Services / Call Centre

  • Good command of written and spoken English and Chinese; other Asian dialect is an asset;

  • Master IT tools such as a CRM, an ERP and Microsoft Office.

  • Have excellent interpersonal skills with a strong customer orientation;

  • Known for your patience, your versatility, your efficiency and your sense of organization.

  • Ability to work positively in a fast-paced environment

Should you experience any technical difficulties when submitting your application, please submit your resume at hr.aphk@audemarspiguet.com. 

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