Aftercare Advisor

Richemont; New York (NY); Vor Ort; USD 34.000 - 40.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision program

Health savings account

Life insurance

Disability benefits

401(k) with employer match

Paid time off

Wellness reimbursement

Employee assistance program

Volunteer days

Flexible spending accounts

Zusammenfassung

Watchfinder, part of Richemont, is seeking a dedicated customer service specialist in New York to deliver exceptional post-purchase support, assist with warranty repairs, and communicate clearly with customers throughout the journey. You will handle escalated cases with professionalism while collaborating with Service Centres and internal teams to resolve issues swiftly and keep customers informed.

The role emphasizes building lasting relationships, loyalty, and advocating for improvements to

Qualifikationen

• Excellent problem-solving and ability to resolve challenging situations to turn customers into advocates.
• Proven ability to work within a team and across departments to ensure high-quality customer experience.
• Able to tailor interactions and build rapport while communicating technical information clearly.
• Contribute to process improvements by sharing customer feedback.

Aufgaben

• Deliver exceptional customer service across post-purchase touchpoints.
• Assist in the warranty repairs process and communicate with customers.
• Collaborate with Service Centres to meet service levels.
• Handle escalated customer cases with professionalism and efficiency.
• Foster customer retention and advocacy for Watchfinder.

Kenntnisse

Customer service

Problem solving

Communication skills

Empathy

Team player

Warranty repair management

Zendesk

Cross-functional collaboration

Tools

Zendesk

Jobbeschreibung

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.

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.