Richemont Customer Service Administrator

Richemont is a leading global luxury goods group comprising prestigious maisons across jewellery, watches, leather goods and writing instruments. As a steward of craftsmanship and heritage brands, Richemont places emphasis on artisanal quality, client intimacy and long‑term brand development while operating within an international, multi‑brand luxury ecosystem.

1. Handle inbound client enquiries across telephone, email and digital channels, ensuring timely and accurate responses aligned with luxury service standards.
2. Process and monitor sales orders, pre‑orders and backorders in the CRM/ERP; coordinate fulfillment with logistics and boutique teams.
3. Manage after‑sales activities including returns, repairs and warranty cases; liaise with internal ateliers, boutiques and external service providers.
4. Maintain and update customer records and case histories in CRM; ensure data integrity and GDPR compliance.
5. Escalate and resolve complex client issues, collaborating with regional sales, legal and product teams when necessary.
6. Prepare regular service performance reports and contribute to continuous improvement initiatives for customer operations.
7. Coordinate with retail and e‑commerce teams to align client communications, stock availability and delivery expectations.
8. Support project work such as process documentation, system rollouts and training for frontline staff.

1. Proven customer service aptitude with strong client-centric mindset and polished interpersonal skills.
2. Excellent organisational abilities, with a methodical approach to order management and case tracking.
3. High level of discretion and professionalism when handling confidential client information.
4. Strong problem‑solving skills and the ability to prioritise under pressure while maintaining attention to detail.
5. Right to work in Germany and flexibility to support occasional off-hours or peak-period activity.

1. Microsoft Excel
2. Microsoft Outlook
3. SAP
4. Salesforce (or equivalent CRM)
5. Order management and case‑tracking

Minimum two years' experience in customer service, after‑sales or order management, preferably within luxury retail, e‑commerce or high‑end hospitality environments.

Vocational qualification or Bachelor's degree in Business Administration, Languages, Hospitality, or related field preferred.

Richemont fosters a collegial culture that values craftsmanship, client excellence and long‑term brand stewardship. The workplace emphasizes professional development, cross‑brand collaboration and adherence to the exacting service standards expected in the luxury sector.