Aftercare Advisor

Brobston Group; New York (NY); On-site; USD 34,000 - 40,000; Full time

Job summary

Watchfinder & Co in New York seeks a customer service specialist to enhance post-purchase experiences for luxury timepieces. You will manage warranty and paid repairs, communicate with customers, and resolve escalated cases with empathy and efficiency.

You will work cross-functionally with Watchfinder and Richemont teams to ensure investigations are timely and customer satisfaction remains high. Experience with watches or Zendesk is a plus.

Qualifications

• Outstanding problem-solving skills and ability to resolve challenging situations while balancing business priorities.
• Empathetic and proactive approach to resolving customer issues and complaints; tailor interactions to each customer.
• Excellent written and verbal communication skills, with ability to explain technical information clearly.
• Team player, willing to support colleagues with other tasks as needed.
• Experience working with watches or warranty repair management is desirable; Zendesk experience is a bonus.

Responsibilities

• Deliver exceptional customer service across all post-purchase touchpoints.
• Assist in warranty repairs, owning communication to customers throughout the journey.
• Coordinate with Service Centres to ensure repairs are completed within SLA.
• Handle escalated customer cases with professionalism.
• Work cross-functionally with Watchfinder and Richemont teams to ensure timely investigations and resolutions.
• Foster customer retention and advocacy through excellent service.

Skills

Problem solving

Empathy

Written & verbal communication

Team player

Warranty/repair knowledge (desirable)

Tools

Zendesk

Job description

Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre-owned watch specialist.

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.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

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.

At Richemont, We Craft the Future!

Expected Salary Range: $25 - $29

Salary will be determined based on relevant skills and experience.