Product Consultant

📋 Description

• Provide an outstanding consumer experience for luxury products that encourages positive, unsolicited "word of mouth" referrals for House of Rohl products.

• Manage incoming consumer calls to troubleshoot and resolve product or technical issues.

• Determine the root cause of issues and convey the most effective solutions, ensuring consumer satisfaction.

• Read and interpret technical drawings and documentation to address diagnosis, repair, and installation inquiries.

• Leverage available technology to assist consumers in product identification, resolution explanations, and offering technical guidance on installation, repair, and the use of service kits or products.

• Handle challenging or sensitive consumer situations with professionalism, aiming for solutions that are beneficial to both the consumer and House of Rohl.

• Maintain composure and professionalism in all interactions, even during high-pressure or complex situations.

• Consistently meet daily targets related to call quality, call management, productivity, and adherence to operational processes and procedures.

• Accurately document consumer demographics, product details, and troubleshooting steps as required by company protocols.

• Perform additional duties or special assignments as necessary to support team objectives and operational needs.

⛳️ Requirements

• Strong desire to engage with and provide luxury service to our customers.

• High School diploma or equivalent is required.

• A minimum of 2 years of experience in a contact center or other fast-paced customer service environment is required.

• Exceptional professional communication skills are required, both verbal and written.

• Proficient PC skills with a focus on the Microsoft Office suite, including Outlook and Microsoft Word, along with experience in Microsoft Teams.

• Proven ability to succeed in a work setting that requires high-level focus, limited mobility, and keen observation.

• An Associate’s or Bachelor's degree is preferred.

• Previous experience with CRM/ERP systems (SAP, Oracle, etc.) or similar platforms is preferred.

• Ability to communicate in both English and French is a plus.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Employee Resource Groups (ERGs)