Watch Aftercare & Warranty Specialist

Brobston Group; New York (NY); Presencial; USD 34.000 - 40.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Problem solving

Empathy

Written & verbal communication

Team player

Warranty/repair knowledge (desirable)

Herramientas

Zendesk

Descripción del empleo

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.