Luxury Watch Sales & Concierge Associate

Atelier Wen Ltd.; Hong Kong; On-site; HKD 350,000 - 520,000; Full time

Job summary

Atelier Wen Ltd. seeks a Customer Care & Retail Associate to oversee customer service and sales operations, reinforcing the brand’s premium image. A successful candidate will deliver consistent, prompt service that strengthens Atelier Wen's luxury brand reputation.

The role requires a passion for the watch industry, strong English communication, and the ability to manage inquiries across channels, support showroom appointments, and contribute to CRM, inventory, and after-sales processes.

Qualifications

• Native-level English proficiency and outstanding communication skills.
• 2-5 years of experience in a customer-facing role.
• Proven ability to deliver exceptional, timely support to high-end customers.
• High comfort level with software tools.
• Experience in the luxury sector, with a deep understanding of selling premium products to high-value customers.
• Highly organized with a structured mindset.
• Enjoys working in small teams and handling diverse responsibilities independently.

Responsibilities

• Respond to pre-sales and after-sales inquiries across multiple channels (text, social media, email, phone, video call, in-person), building good relationships with customers through a deep understanding of the brand and customers' needs.
• Engage potential customers tactfully and effectively, helping them grasp the brand story and product offerings. This will include handling in-person sales appointments in our future showroom and occasionally at industry events.
• Manage the sales CRM, handling inbound inquiries and abandoned carts with strong organizational and sales skills.
• Resolve customer issues promptly and effectively, coordinating with internal teams and third parties like watchmakers, parts makers, and logistics companies.
• Monitor and restock spare parts to prevent shortages at after-sales facilities.
• Participate in online and offline community engagement activities.
• Collaborate with the team to ensure smooth watch fulfillment and delivery.
• Work with the team to identify areas for improvement in customer support processes, products, and overall experience.

Skills

English fluency

Luxury brand experience

Customer-centric communication

Organized and independent

Tools

CRM software

Job description

Atelier Wen Ltd. seeks a Customer Care & Retail Associate to oversee customer service and sales operations, reinforcing the brand’s premium image. A successful candidate will deliver consistent, prompt service that strengthens Atelier Wen's luxury brand reputation.

The role requires a passion for the watch industry, strong English communication, and the ability to manage inquiries across channels, support showroom appointments, and contribute to CRM, inventory, and after-sales processes.