Richemont Customer Contact Administrator

Richemont, a distinguished leader in the luxury goods sector, is renowned for its portfolio of prestigious maisons, each with a unique heritage and identity. As an employer, Richemont is committed to fostering a diverse and inclusive workplace where creativity and innovation thrive. The company values the unique perspectives and talents of its employees, which contribute to its continued excellence in the luxury industry.

1. Manage all communications related to product repair and parts with B2B clients, including internal and external boutiques, authorized and unauthorized retailers, and the Richemont Client Relations Center.
2. Respond to inquiries regarding repairs and parts, including quotations, pricing, lead times, and delays.
3. Update estimated repair completion dates based on information from parts supply teams and product repair teams, and communicate updates to relevant parties.
4. Track parts delay issues and provide updates to customers.
5. Manage missing information required for quotations, such as customer requests and price confirmations.
6. Escalate complex claim cases to brand headquarters and regional offices.
7. Provide technical support for parts ordering and system usage for retailers and external workshops.
8. Manage repairs awaiting quotation responses and perform tasks post-quotation approval, such as label printing and parts pouch preparation.
9. Oversee repairs sent to brand manufacturers, including document preparation and follow-up.
10. Verify inbound and outbound status of repairs to and from boutiques.
11. Handle cases involving counterfeit and stolen goods.

1. Bachelor’s degree or higher
2. Minimum of 5 years of relevant experience

1. Excellent communication and analytical skills
2. Proficiency in English and MS Office
3. Systematic and meticulous work processing ability
4. Excellent time management and multitasking skills
5. Experience in the watch or jewelry industry (preferred)
6. Experience in the luxury industry (preferred)
7. Experience using SAP or related ERP systems (preferred)

A minimum of 5 years of relevant experience in a similar role, preferably within the luxury or watch and jewelry industry.

Bachelor’s degree or higher

Richemont offers a dynamic work environment that values freedom, collegiality, loyalty, and solidarity. Employees are encouraged to develop their skills and grow within the company.

Richemont prides itself on a culture that celebrates diversity and inclusivity, fostering an environment where creativity and innovation can flourish. The company values empathy, curiosity, courage, humility, and integrity, and is committed to making a positive impact on the world.