Luxury Watch Client Care Specialist

Atelier Wen; Hong Kong; On-site; HKD 180,000 - 280,000; Full time

Job summary

Atelier Wen seeks a Client Care Associate to oversee customer service and sales operations, strengthening the brand’s premium reputation. The role requires a deep understanding of the watch industry, luxury etiquette, and exceptional customer satisfaction while driving sales.

Ideal candidates are highly organized, comfortable with fast-paced small teams, and capable of managing diverse responsibilities across pre-sales, after-sales, and community engagement.

Qualifications

• Native-level English proficiency and excellent communication.
• 2–5 years in a customer-facing role.
• Experience delivering high-end customer support.
• Comfort with software tools.
• Experience in luxury brands.

Responsibilities

• Respond to pre-sales and after-sales inquiries across multiple channels (text, social media, email, phone, video call, in-person).
• Engage potential customers and communicate our brand story and product offerings.
• Manage the sales CRM, handle inbound inquiries and abandoned carts.
• Resolve customer issues promptly, coordinating with internal teams and third parties.
• Monitor and restock spare parts to prevent shortages at after-sales facilities.
• Participate in online and offline community engagement activities.
• Collaborate to ensure smooth watch fulfillment and delivery.
• Identify areas for improvement in customer support processes.

Skills

English proficiency

Communication skills

Customer service

Luxury sector

Organized

Team collaboration

Job description

Atelier Wen seeks a Client Care Associate to oversee customer service and sales operations, strengthening the brand’s premium reputation. The role requires a deep understanding of the watch industry, luxury etiquette, and exceptional customer satisfaction while driving sales.

Ideal candidates are highly organized, comfortable with fast-paced small teams, and capable of managing diverse responsibilities across pre-sales, after-sales, and community engagement.