Richemont Customer Service Representative

Richemont is a Geneva‑based luxury goods group managing a portfolio of prestigious maisons across jewellery, watches, leather goods and fashion. As an employer it combines respect for artisanal craftsmanship with global retail and wholesale operations, offering an international, client‑centric environment and careers that intersect heritage brands, product excellence and commercial innovation.

1. Handle inbound client enquiries by phone, email and written correspondence, delivering timely and courteous responses consistent with luxury brand standards.
2. Process sales orders, track shipments, and manage returns and exchanges through the company’s operational procedures.
3. Coordinate after‑sales service interventions with boutiques, workshops and logistics partners to ensure swift resolution of client issues.
4. Record and update client interactions, case notes and order status in the customer service system to preserve a complete client history.
5. Investigate and resolve complaints, escalating complex cases to supervisors and contributing to root‑cause analysis to improve processes.
6. Prepare regular reports on case volumes, KPIs and recurring client issues to inform team leads and cross‑functional stakeholders.
7. Contribute to continuous improvement initiatives within the service team to enhance the client experience and operational efficiency.

1. Proven experience in a customer service role, preferably within luxury retail, watches, jewellery or premium goods.
2. Professional communication skills with diplomacy and discretion when handling high‑value client relationships.
3. Strong organisational skills and attention to detail to manage multiple cases and follow strict process controls.
4. Ability to work collaboratively with boutiques, logistics and technical teams; comfortable in a matrix environment.
5. Flexible mindset and resilience under pressure; able to prioritise and meet service SLAs in a fast‑paced setting.
6. Education: vocational diploma or bachelor’s degree in business, hospitality, languages or equivalent professional experience.

1. Client relationship management
2. Order processing and returns management
3. Complaint handling and escalation
4. Case documentation and reporting
5. Cross‑functional coordination
6. Microsoft Office (Excel, Outlook)
7. High attention to detail and quality control
8. Problem solving and time management

Minimum 2 years of customer service experience, ideally within luxury retail, watches, jewellery or a premium after‑sales environment. Experience liaising with boutiques, workshops or logistics teams is advantageous.

Vocational diploma or bachelor's degree in business, hospitality, languages or a related discipline; equivalent professional experience accepted.

Richemont cultivates a culture that honours heritage craftsmanship and product excellence while operating within a global, client‑driven business. Teams are collaborative and quality‑focused, with an emphasis on discretion, service excellence and long‑term client relationships.