Luxury Watch After-Sales Specialist

JP04 Richemont Japan LLC; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Panerai Singapore is seeking a Client Care & After-Sales Specialist to manage the end-to-end after-sales journey for luxury timepieces. You will coordinate assessments, service recommendations, and communications with clients, boutiques, and Richemont Customer Service.

The role emphasizes service excellence, ownership of repair progress, and safeguarding client watches, with strong collaboration across regional teams to maintain high NPS and satisfaction levels.

Qualifications

• Minimum three years of experience in customer service or after-sales service or a client-facing role; luxury retail experience is an advantage.
• Customer-centric with a strong commitment to service excellence.
• Excellent written and verbal communication skills.
• Able to manage multiple cases and resolve issues independently.

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 (as necessary), 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 communication 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 (as necessary), 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

Communication

Organization

Problem-solving

Stakeholder management

Teamwork

Integrity

Attention to detail

Tools

Microsoft Office

Job description

Panerai Singapore is seeking a Client Care & After-Sales Specialist to manage the end-to-end after-sales journey for luxury timepieces. You will coordinate assessments, service recommendations, and communications with clients, boutiques, and Richemont Customer Service.

The role emphasizes service excellence, ownership of repair progress, and safeguarding client watches, with strong collaboration across regional teams to maintain high NPS and satisfaction levels.