Bvlgari After-Sales Service Specialist

Bvlgari, a prestigious brand under the LVMH conglomerate, is renowned for its exquisite craftsmanship and innovative designs in the luxury watches and jewellery sector. As an employer, Bvlgari offers a dynamic and inspiring work environment, fostering creativity and excellence among its team members.

1. Serve as the primary contact for all post-sales matters across Latin America, liaising with boutiques, business partners, and service centers.
2. Manage daily communications to resolve routine queries and confirm service policies.
3. Process jewelry spare part orders, follow up on shipments, and manage repair receipts.
4. Maintain and update order logs, monitor shipment of completed repairs, and escalate delays or sensitive cases.
5. Support the credit back process for warranty repairs and report outcomes to management.
6. Raise IT tickets for system corrections and ensure timely resolution.
7. Provide live support during business hours via Teams, Email, WhatsApp, and Phone.
8. Collaborate with the Operations Director on strategic initiatives and participate in cross-departmental projects.
9. Provide support and training to stores regarding system processes and stock control.
10. Communicate and implement new procedures, system applications, and company updates to store teams.
11. Ensure compliance with company policies, security guidelines, and local fiscal regulations.
12. Manage hospitality, uniform, and packaging orders, and assist with back-of-house improvements.
13. Assist with quarterly inventory counts and new store openings.
14. Serve as first-level escalation for post-sales issues and liaise with central teams for pricing, policy, and warranty confirmations.
15. Provide feedback and benchmarking insights to shape regional action plans.
16. Monitor and promote NPS scores and service quality metrics.
17. Contribute to the development and implementation of new service flows and operational improvements.
18. Support performance monitoring and cost mapping of after-sales service operations.

1. Bachelor’s degree in Business Administration, Operations, Customer Service, or related field.
2. Minimum 3 years of experience in after-sales service, customer care, or operations.

1. Strong communication and interpersonal skills.
2. Proficiency in Microsoft Office Suite.
3. Strong aptitude for technology and ability to master new software.
4. Knowledge of CRM Systems (SAP or Salesforce) is desired.
5. Analytical mindset with attention to detail and problem-solving skills.
6. Fluency in Spanish is required; Portuguese is a plus.
7. Ability to manage multiple priorities and work under pressure.
8. Experience in coordinating with cross-functional teams and external partners.

Minimum 3 years of experience in after-sales service, customer care, or operations.

Bachelor’s degree in Business Administration, Operations, Customer Service, or related field.

The position offers a comprehensive benefits package, including health insurance, retirement plans, and employee discounts on luxury products.

Bvlgari fosters a culture of innovation and excellence, encouraging its employees to be bold, passionate, and creative. The work environment is both contemporary and collaborative, with a strong emphasis on professional growth and development.