Omega Customer Care Advisor

Omega is a globally recognised Swiss watchmaker renowned for technical precision, innovation and timeless design. As a Maison within the Swatch Group portfolio, Omega blends Haute Horlogerie craftsmanship with international luxury retail and service operations, offering career opportunities across product, retail and client services functions.

1. Deliver best‑in‑class client service across phone, email and digital channels, ensuring timely and courteous responses to customer enquiries.
2. Manage after‑sales cases including warranty enquiries, repairs coordination and order follow‑up, liaising with technical and logistics teams.
3. Record and maintain accurate client and case information in the CRM; escalate complex issues to specialist teams when required.
4. Resolve complaints with professionalism, applying brand standards to preserve client relationships and the Maison’s reputation.
5. Support cross‑functional projects to improve processes and service KPIs; contribute product and client feedback to internal teams.

1. Proven experience in customer service or after‑sales roles, preferably within luxury retail, watches or premium goods.
2. Strong organisational skills with meticulous attention to detail and the ability to manage multiple cases concurrently.
3. Customer‑centric mindset with a calm, professional demeanour when handling escalations.
4. Ability to liaise effectively with internal stakeholders (technical service, logistics, retail) and external service partners.
5. Flexibility to work rotational shifts if role requires coverage across extended service hours.

1. Customer relationship management (CRM)
2. Salesforce
3. Zendesk
4. Microsoft Excel
5. Multichannel customer support
6. Complaint resolution
7. Product knowledge — watchmaking / luxury goods

Typically 2+ years in client service or after‑sales positions; candidates with experience in luxury retail, horology or premium goods after‑sales will be preferred.

Secondary education or vocational diploma; formal training in retail, hospitality or customer service is an advantage.

Omega maintains a culture rooted in craftsmanship, technical excellence and client obsession. The Maison values precision, collaborative problem‑solving and service excellence, offering a professional environment where employees contribute to a storied luxury brand within the Swatch Group.