Watchfinder & Co. Aftercare Advisor

New York • USA

Tuesday, June 17, 2025

Watchfinder & Co., a distinguished member of the Richemont Group, stands as a premier global platform for the acquisition and sale of pre-owned luxury timepieces. As part of Richemont Americas, the company prides itself on fostering an inclusive and diverse workplace, celebrating the rich tapestry of backgrounds and experiences that contribute to its innovative and dynamic community.

1. Deliver exceptional customer service across all post-purchase, post-sale, and post-part exchange touchpoints.
2. Demonstrate an empathetic and proactive problem-solving approach to resolving customer issues and complaints.
3. Assist in the warranty repairs process, maintaining communication with customers throughout the journey.
4. Collaborate with Service Centres to ensure timely completion of warranty and paid repairs.
5. Handle escalated customer cases with professionalism and efficiency.
6. Work cross-functionally to ensure timely investigations and satisfactory resolution of complex issues.
7. Foster strong relationships with customers to enhance retention and loyalty.

1. Outstanding problem-solving skills with the ability to resolve challenging situations effectively.
2. Ability to work collaboratively within and beyond the team to ensure a consistent customer experience.
3. Excellent written and verbal communication skills, capable of conveying technical information clearly.
4. Experience with watches or warranty repair management is desirable.
5. Familiarity with contact management systems such as Zendesk is beneficial.

1. Empathetic and proactive problem-solving
2. Excellent communication
3. Customer relationship management
4. Technical information absorption
5. Cross-functional collaboration

Previous experience in customer service, ideally within the luxury watch or warranty repair sector, is preferred.

Expected salary range: $23 - $25 per hour, based on skills and experience.

Richemont offers a comprehensive benefits package including medical, dental, and vision programs, life insurance, disability benefits, and a 401(k) with employer match. Additional benefits include paid time off, wellness reimbursement, and access to an employee assistance program.

Watchfinder & Co. thrives on a culture of innovation, excellence, and inclusivity. The company values empathy, respect, and pioneering spirit, ensuring that every team member contributes to a high standard of service and operational excellence. Employees are encouraged to engage with their communities and participate in initiatives that drive positive change.