Customer Service and Aftersales Coordinator

We are looking for a professional, organised and personable Customer Service & Aftersales Executive to join our team at our watch service centre in Spinola Bay, St Julian's.

This is an important customer-facing role, providing day-to-day administrative and operational support to the Aftersales Manager while ensuring our clients receive an exceptional level of service throughout their aftersales experience.

The Role

Working closely with the Aftersales Manager, the Customer Service & Aftersales Executive will be the first point of contact for clients visiting our service centre. The role combines a warm, professional reception experience with clear communication, accurate administration, and proactive coordination of watch repairs from intake through to collection.

Key Responsibilities

• Welcome and attend to clients visiting the watch service centre, ensuring a warm and professional reception.
• Answer incoming telephone calls, respond to enquiries and direct calls appropriately.
• Act as the first point of contact for clients requiring aftersales assistance.
• Follow up on watch repair status and liaise with the relevant departments to obtain updates.
• Keep clients informed of repair progress and expected completion dates.
• Assist with client appointments, service enquiries and general correspondence.
• Handle high-value luxury items with the utmost care, responsibility and discretion, ensuring strict attention to security and handling procedures throughout the service process.
• Provide administrative and organisational support to the Aftersales Manager.
• Maintain accurate customer records, service documentation and repair files.
• Assist with the daily coordination and administration of the service centre.
• Ensure the reception area and front office are maintained to a high professional standard.
• Handle client enquiries and complaints with discretion, patience and attention to detail.

The Ideal Candidate

We are looking for someone who:

• Has a friendly, welcoming and professional personality.
• Enjoys dealing with people and providing excellent customer service.
• Has excellent communication and telephone skills.
• Is well organised, methodical and attentive to detail.
• Can manage different tasks and priorities effectively.
• Is confident using computers and standard office applications.
• Has a positive, proactive attitude and enjoys working as part of a team.
• Understands the importance of discretion and confidentiality when dealing with high-value luxury products and clientele.
• Takes pride in their appearance and professional presentation.