Omega eCommerce Concierge

Miami • USA

Thursday, February 20, 2025

Omega, a prestigious brand within the Swatch Group, stands as a paragon of excellence, innovation, and precision in the luxury watch industry. Established in 1848, Omega has been a pioneer in horological advancements, famously being the first watch on the moon and serving as the Official Timekeeper for 30 Olympic Games since 1932. The brand is renowned for its Master Chronometer certified watches, representing the pinnacle of precision and performance. Omega's commitment to social causes is evident through partnerships with Orbis International and the GoodPlanet Foundation. The brand's illustrious family of ambassadors includes cultural icons such as James Bond, George Clooney, and Nicole Kidman.

1. Coordinate and assist in the eCommerce experience, focusing on Customer Service and Fulfillment.
2. Provide technical watch knowledge and styling suggestions to virtual clients.
3. Maintain virtual video appointments with clients and execute an abandoned cart strategy via online chat.
4. Follow up with clients post-purchase to ensure superior after-sale service.
5. Handle customer complaints, provide appropriate solutions, and ensure resolution.
6. Serve as the point of contact for returns and exchanges, liaising with cross-functional departments.
7. Generate departmental reports related to customer service KPIs and feedback.
8. Identify and suggest improvements to the customer experience through process enhancements and site updates.
9. Meet and exceed defined KPIs and sales goals.
10. Attend necessary trainings and conferences, and conduct weekly site QA.

1. Detailed-oriented and organized.
2. Knowledge of luxury brands and items, with jewelry/watch experience preferred.
3. Entrepreneurial sense and ability to thrive in a fast-paced environment.
4. Ability to meet deadlines and manage multiple projects simultaneously.

1. Excellent written and verbal communication skills.
2. Understanding of eCommerce/digital space and passion for online shopping and new technologies.
3. Proven multitasking abilities under tight deadlines.
4. Experience with luxury and high-touch point clients.

Experience in luxury brands, particularly in jewelry or watches, is preferred. Must have experience managing high-touch point clients and working in a fast-paced environment.

The Swatch Group offers excellent health, dental, and vision insurance, immediate 401(k) participation with employer match, company-paid life insurance and long-term disability, PTO days, extended paid leave for medical, parental, and military reasons, holiday pay, and various voluntary benefits. Employees also enjoy product discounts, transit benefits, internal growth potential, and referral bonuses.

Omega fosters a culture of innovation and precision, deeply rooted in its rich heritage and commitment to excellence. The workplace environment is dynamic and fast-paced, encouraging entrepreneurial spirit and operational excellence. As part of the Swatch Group, Omega is committed to diversity, environmental sustainability, and providing opportunities for internal growth.