Aftercare Advisor

US08 *E* Watchfinder USA; City of Niagara Falls (NY); Sur place; USD 34 000 - 40 000; Plein temps

Avantages offerts par ce poste

Medical benefits

401k with employer match

Paid time off

Wellness reimbursement

Employee assistance program

Volunteer days off

Résumé du poste

Watchfinder USA is seeking a customer service-focused professional to manage post-purchase touchpoints, warranty repairs, and escalated cases. You will collaborate with our Service Centres and internal teams to ensure service levels are met and issues are resolved with empathy.

Applicants should have strong problem-solving skills, excellent communication, and experience with Zendesk or similar systems. The role supports customer retention and advocates for the brand.

Qualifications

• Strong problem-solving skills and ability to turn customers into advocates.
• Able to work well in a team and across functions to maintain high-quality service.
• Empathetic and proactive approach to resolving issues with tailored interactions.
• Excellent written and verbal communication; able to explain technical information clearly.
• Contribute feedback to improve Watchfinder processes and policies.
• Team player, willing to support colleagues with other tasks as needed.
• Previous experience with watches or warranty repair management desirable.
• Experience with Zendesk or similar contact management systems is a plus.

Responsabilités

• Deliver exceptional customer service across all post-purchase touchpoints.
• Demonstrate an empathetic and proactive problem-solving approach to resolving customer issues and complaints.
• Warranty and paid repairs: assist in the warranty repairs process, maintaining communication with customers throughout the journey.
• Work closely with our Service Centres to ensure warranty and paid repairs are completed within agreed service levels.
• Managing escalated cases: handle escalated customer cases with professionalism and efficiency.
• Collaborate with Watchfinder and Richemont teams to ensure investigations are conducted timely.
• Ensure satisfactory resolution of complex issues.
• Customer retention and loyalty: foster strong relationships with customers, turning them into advocates.

Connaissances

Customer service

Problem-solving

Communication

Teamwork

Zendesk

Warranty management

Empathy

Outils

Zendesk

Description du poste

Responsibilities

• Customer service excellence Deliver exceptional customer service across all post-purchase, post-sale, and post-part exchange touchpoints.
• Demonstrate an empathetic and proactive problem-solving approach to resolving customer issues and complaints.
• Warranty and paid repairs Assist in the warranty repairs process, owning communication to customers throughout the journey.
• Work closely with our Service Centres to ensure all warranty and paid repairs are completed within agreed service levels.
• Managing Escalated Cases Handle escalated customer cases with professionalism and efficiency.
• Work cross-functionally with other Watchfinder and Richemont teams to ensure investigations are conducted in a timely fashion.
• Ensure satisfactory resolution of complex issues.
• Customer retention and loyalty Foster strong relationships with customers, ensuring they become advocates for Watchfinder.

Qualifications

• Outstanding problem-solving skills and adept at resolving challenging situations in a way that turns customers into advocates for Watchfinder, while balancing business priorities.
• Able to work effectively within your team and beyond to ensure a consistent and high quality customer experience.
• Demonstrate an empathetic and proactive problem-solving approach to resolving customer issues and complaints, whilst tailoring your interactions to each customer to build rapport.
• Excellent written and verbal communication skills, with the ability to absorb technical information and communicate it effectively to customers.
• You will contribute to the continuous improvement of Watchfinder's processes and policies by sharing valuable customer feedback with the wider business.
• You're a team player and are willing to support your colleagues with other tasks as and when needed.
• Previous experience of working with watches or warranty repair management is desirable.
• Experience of working with contact management systems such as Zendesk would also be a benefit.

Our Values

• Caring Demonstrating empathy and respect for the people around us, the work we do and the business we are part of.
• Pioneering Finding new and innovative ways to adapt and improve the ways we operate and the service(s) we provide.
• Outstanding Ensuring that the very highest standards are delivered across every facet of our business - internally and externally. Bringing excellence in everything we do, every time.

Why work for Watchfinder?

Firstly, what makes Watchfinder a wonderful place to work is the people! Watchfinder is transforming the way that our customers can Sell, exchange, and purchase pre-owned, luxury timepieces. Embracing technology to aid and enhance our customer experience is crucial with the scale of the organisation. We do not negotiate on service and standards, always following our core values or ‘Caring,’ Pioneering’ and ‘Outstanding’ with key business decision. You will work alongside the most enthusiastic colleagues about Watches and technology who have strong ambitions for the business to scale and grow further internationally.

Benefits

• Richemont offers a generous compensation and benefits package for eligible employees.
• We Offer Employee wellbeing is a top priority at Richemont.
• We offer a comprehensive benefits program to support employees and their loved ones.
• Our core benefits include medical, dental, and vision programs.
• Health savings and flexible spending accounts are also available.
• The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match.
• Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program.
• Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

Expected Salary

Expected Salary Range: $25 - $29 Salary will be determined based on relevant skills and experience.

In our Group, you can start anywhere and go everywhere. Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons. We encourage our people to be curious, drive their own career, and dream big.