After-Sales Concierge & Client Experience Lead

Richemont; Singapore; On-site; SGD 48,000 - 64,000; Full time

Job summary

Richemont's Panerai brand in Singapore seeks a customer-focused professional to manage end-to-end after-sales service, from intake to collection. You will coordinate technical assessments with the Panerai Manufacture, communicate with clients, and collaborate with the Boutique Director to prioritise requests and maintain service standards.

The role emphasizes attention to detail, strong communication, and the ability to handle multiple cases while safeguarding client property and ensuring timely

Qualifications

• / REQUIRMENTS: Minimum three years of experience in customer service, after-sales service or a client-facing role; luxury retail experience is an advantage.
• / REQUIRMENTS: Customer-centric with a strong commitment to service excellence.
• / REQUIRMENTS: Strong follow-up, organisational and problem-solving skills.
• / REQUIRMENTS: Excellent written and verbal communication skills.
• / REQUIRMENTS: Able to manage multiple cases and resolve issues independently.
• / REQUIRMENTS: Effective stakeholder management and teamwork skills.
• / REQUIRMENTS: Proficient in Microsoft Office and operational systems.
• / REQUIRMENTS: High standards of integrity, attention to detail and accountability in handling client property and financial transactions.

Responsibilities

• Manage the end-to-end after-sales service journey, from service intake and repair tracking to client communication and collection.
• Coordinate technical assessments and service recommendations with the Panerai Manufacture, the watchmaker and Richemont Customer Service Centre.
• Work with the Boutique Director and retail team to prioritise service requests and resolve client concerns.
• Monitor repair progress, quotations and turnaround times, providing timely updates to clients across relevant channels.
• Ensure Service Order Forms are completed accurately and all service records are updated promptly.
• Safeguard client watches and property in accordance with company procedures.
• Coordinate with the Panerai Manufacture, the watchmaker and Richemont Customer Service Centre to ensure efficient service workflows.
• Support the retail team in maintaining consistent after-sales service standards.

Skills

Customer service

After-sales service

Client-facing

Communication

Organisational skills

Problem-solving

Stakeholder management

Microsoft Office

Tools

Microsoft Office

Job description

Richemont's Panerai brand in Singapore seeks a customer-focused professional to manage end-to-end after-sales service, from intake to collection. You will coordinate technical assessments with the Panerai Manufacture, communicate with clients, and collaborate with the Boutique Director to prioritise requests and maintain service standards.

The role emphasizes attention to detail, strong communication, and the ability to handle multiple cases while safeguarding client property and ensuring timely