Virtual Luxury Client Concierge

Bucherer USA; New York (NY); On-site; USD 33,000 - 39,000; Full time

Job summary

Tourneau|Bucherer is seeking a Virtual Client Advisor to support Rolex Fifth Avenue Flagship and cross-functional teams. You will reassure clients, schedule and adapt appointments, and answer inquiries across email, phone, chat, and social channels.

The role emphasizes active listening, luxury brand knowledge, and exceptional written and verbal communication. Availability may include evenings, weekends, and holidays in a fast-paced environment.

Qualifications

• Demonstrates client-centric service and strong communication skills.
• Experience supporting luxury retail clients is preferred.
• Ability to manage multiple inquiries across channels.

Responsibilities

• Maintain excellence in verbal communication with clients calling in to inquire about the Rolex brand and services.
• Provide direct support to schedule, confirm and adjust in-store client appointments.
• Utilize the CRM system to support client interactions
• Respond to inquiries via email, phone, chat and social channels
• Engage in client-centric service and drive retention
• Resolve issues quickly by coordinating with store staff and corporate partners
• Listen actively, confirm details, and diffuse escalated situations as needed
• Understand and exceed performance metrics while delivering consistent service
• Collaborate with retail and corporate teams to support client inquiries about products

Skills

Active listening

Verbal communication

Written communication

Customer service

Multilingual

Flexibility

Calm under pressure

CRM systems

Tools

CRM systems

Job description

Tourneau|Bucherer is seeking a Virtual Client Advisor to support Rolex Fifth Avenue Flagship and cross-functional teams. You will reassure clients, schedule and adapt appointments, and answer inquiries across email, phone, chat, and social channels.

The role emphasizes active listening, luxury brand knowledge, and exceptional written and verbal communication. Availability may include evenings, weekends, and holidays in a fast-paced environment.