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About the Role

Watchfinder & Co. is seeking a dedicated individual to provide exceptional customer service, manage warranty and paid repairs, and handle escalated customer cases. This role is crucial in fostering customer relationships and ensuring satisfaction, contributing to the company's reputation as a premier pre-owned watch specialist.

Responsibilities

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.
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.
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.
Foster strong relationships with customers, ensuring they become advocates for Watchfinder.
Contribute to the continuous improvement of Watchfinder's processes and policies by sharing valuable customer feedback with the wider business.

Requirements

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’re a team player and are willing to support your colleagues with other tasks as and when needed.

Skills

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.

Salary/Compensations

$25 - $29

Benefits

Medical, dental, and vision programs.
Health savings and flexible spending accounts.
Life insurance, disability benefits, and 401(k) with employer match.
Paid time off, a wellness reimbursement benefit, and access to the employee assistance program.
Volunteer days off.

About the Company

Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches.
With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre-owned watch specialist.
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.
At Richemont, We Craft the Future!