Aftercare Advisor

Watchfinder; New York (NY); On-site; USD 37,195 - 39,950; Full time

Benefits offered by this job

Comprehensive benefits program

401(k) with employer match

Paid time off

Job summary

Watchfinder, located in New York, is seeking a dedicated customer service representative to deliver exceptional service across all interactions. You will be responsible for assisting customers with warranty and repairs while effectively managing escalated issues. Ideal candidates should excel in communication, demonstrate empathy, and possess strong problem-solving skills.

The role offers a competitive salary range of $27 – $29, determined by skills and experience, as well as comprehensive benefits including medical, dental, and a 401(k) with employer match.

Qualifications

• Outstanding problem-solving skills to resolve challenging customer situations.
• Ability to work effectively within a team to ensure high-quality customer experience.
• Demonstrate empathy and a proactive problem-solving approach.

Responsibilities

• Deliver exceptional customer service across all touchpoints.
• Assist in the warranty repairs process, communicating with customers.
• Handle escalated customer cases professionally and efficiently.

Skills

Problem-solving skills

Empathy

Team collaboration

Communication skills

Customer relations

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 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 ability to resolve challenging situations in a way that turns customers into advocates for Watchfinder, while balancing business priorities.
• Able to work effectively within a team and beyond to ensure a consistent and high‑quality customer experience.
• Demonstrate empathy and a proactive problem‑solving approach, tailoring interactions to build rapport.
• Excellent written and verbal communication skills, with the ability to absorb technical information and communicate it effectively to customers.
• Contribute to continuous improvement of Watchfinder's processes and policies by sharing valuable customer feedback with the wider business.
• Team player willing to support colleagues with other tasks as needed.
• Previous experience working with watches or warranty repair management is desirable.
• Experience with contact management systems such as Zendesk is 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?

Watchfinder is transforming the way that customers can sell, exchange, and purchase pre‑owned luxury timepieces. Embracing technology to aid and enhance the customer experience is crucial to the scale of the organisation. We follow our core values of Caring, Pioneering, and Outstanding with key business decisions. You will work alongside enthusiastic colleagues about watches and technology who have strong ambitions for the business to scale and grow internationally.

Benefits

• Employee wellbeing is a top priority at Richemont.
• Comprehensive benefits program including medical, dental, and vision.
• Health savings and flexible spending accounts available.
• Income protection solutions including life insurance, disability benefits, and a 401(k) with employer match.
• Paid time off, wellness reimbursement, and access to an employee assistance program.
• Volunteer days off to support community initiatives.

Salary range: $27 – $29. Salary will be determined based on relevant skills and experience.