Aftercare Advisor

Richemont (Cartier/Van Cleef); New York (NY); On-site; USD 34,000 - 40,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Health savings account

Flexible spending accounts

Life insurance

Disability benefits

401(k) with company match

Paid time off

Wellness reimbursement

Employee assistance program

Volunteer days

Job summary

Watchfinder, part of Richemont, is looking for a Customer Service Specialist in New York to deliver outstanding post-purchase support. You will resolve issues across post-purchase touchpoints with empathy and proactive problem-solving.

You will manage warranty and paid repairs, liaise with Service Centres, handle escalated cases, and drive customer loyalty by building lasting relationships with clients who view Watchfinder as a trusted partner.

Qualifications

• Outstanding problem-solving skills and adept at resolving challenging situations to turn customers into advocates.
• Able to work effectively within your team and beyond to ensure a high-quality customer experience.
• Empathetic and proactive approach to resolving customer issues and tailoring interactions.
• Excellent written and verbal communication skills and ability to explain technical information clearly.
• Contribute to continuous improvement by sharing customer feedback with the business.
• Team player willing to support colleagues with other tasks as needed.
• Experience with watches or warranty repair management is desirable.
• Experience with Zendesk is a benefit.

Responsibilities

• Deliver exceptional customer service across post-purchase touchpoints.
• Assist in warranty repairs and communicate with customers throughout the journey.
• Work with Service Centres to meet service levels for warranty and paid repairs.
• Handle escalated customer cases with professionalism and efficiency.
• Collaborate cross-functionally to ensure investigations are timely and resolutions are satisfactory.
• Foster strong relationships to turn customers into advocates for Watchfinder.

Skills

Problem solving

Teamwork

Empathy

Communication

Process improvement

Team player

Customer service

Warranty repair management

Tools

Zendesk

Job description

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.

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.