Van Cleef & Arpels Customer Service Coordinator — Watches

Van Cleef & Arpels is a historic maison of haute joaillerie and high‑watchmaking, known for artisanal craftsmanship, poetic design and exacting quality standards. The brand operates globally as part of the Richemont group and combines traditional ateliers with international retail and service networks.

1. Serve as primary contact for client enquiries and after‑sales requests related to timepieces, by phone, email and in writing.
2. Coordinate intake, diagnostics, authorization and return of watch repairs with the internal watchmaking atelier and external service partners.
3. Prepare and manage repair orders, estimates and warranty claims; ensure accurate documentation and adherence to brand policies.
4. Track repair progress and delivery timelines; proactively update clients and boutiques on status and expected completion.
5. Liaise with boutiques, regional after‑sales teams and logistics to arrange secure transport and delivery of watches.
6. Escalate technical or client‑satisfaction issues to the Service Manager and implement corrective actions to meet SLAs.
7. Maintain customer records and case files in the CRM; produce regular KPIs and operational reports for management.
8. Ensure all client interactions reflect Van Cleef & Arpels’ service standards and confidentiality requirements.

1. Vocational diploma or bachelor’s degree in business, hospitality, watchmaking or related field; technical horology training is an advantage.
2. Professional demeanour with meticulous attention to detail and a client‑centric mindset.
3. Strong organisational skills with the ability to prioritise multiple concurrent repair orders and client cases.
4. Proven ability to work collaboratively with technical ateliers, logistics and retail teams.
5. Fluent communication skills in French and English are highly desirable; additional language skills a plus.

1. Client relationship management and after‑sales workflows
2. Repair order and warranty claim processing
3. CRM systems and accurate case documentation
4. Microsoft Excel and Office / G Suite
5. Clear verbal and written communication
6. Problem‑solving, escalation management and KPI reporting
7. Familiarity with watch components, terminology and basic horology concepts

Typically 3+ years in customer service or after‑sales roles within luxury retail or watchmaking, with demonstrable experience coordinating repairs and liaising between clients, boutiques and technical ateliers.

Vocational diploma or bachelor’s degree in business, hospitality, watchmaking or a related discipline; certified horology training is advantageous.

Van Cleef & Arpels cultivates a culture of artisanal excellence and refined service, balancing heritage craft with a global luxury business. Teams operate with high standards of precision, discretion and collaborative respect between ateliers, boutiques and corporate functions.