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About the Role

To efficiently and effectively deal with all service and administration tasks related to the servicing of Richemont brand watches. To provide all clients with an excellent level of customer service, ensuring client satisfaction in order to maintain and develop client loyalty to the brands.

Responsibilities

• Provide outstanding customer service via phone & email, ensuring timely and professional responses.
• Proactively identify, troubleshoot, and resolve a wide range of customer inquiries, complaints, and technical issues with a high degree of accuracy and empathy, escalating complex cases when necessary.
• Maintain positive customer relationships, ensuring a consistent and high-quality experience regardless of the brand being supported.
• Accurately document all customer interactions and resolutions in the relevant systems, contributing to a comprehensive customer history.
• Work collaboratively with team members, supervisors, and other departments (e.g., admin, workshop) to ensure seamless customer experiences.

Requirements

• Exceptional verbal and written communication skills with the ability to articulate complex information clearly and concisely to diverse customer bases.
• Strong analytical and problem-solving abilities, with a keen eye for detail and a proactive approach to issue resolution.
• Genuine desire to help customers and a patient, calm demeanour, even in challenging situations.
• Excellent organizational and time management skills to handle a high volume of inquiries efficiently.
• Ability to work effectively both independently and as part of a collaborative team.
• Highly flexible in changing tasks & able to retain a variety of procedures.

Skills

• Customer service
• Communication skills
• Problem-solving
• Microsoft Office Suite (Word, Excel, Outlook)
• SAP knowledge is an advantage
• Zendesk knowledge is an advantage

About the Company

• Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories.
• Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them.
• At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.
• In our Group, you can start anywhere and go everywhere. Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons.
• We encourage our people to be curious, drive their own career, and dream big.