Watchfinder & Co. Client Care Advisor

Watchfinder & Co., established in 2002, has emerged as a leading authority in the luxury pre-owned watch market. As part of the Richemont Group, Watchfinder offers an extensive selection of timepieces from over 50 prestigious brands, supported by a manufacturer-certified Service Centre. With a network of modern boutiques across the UK, the company is renowned for its exceptional customer service and expertise in horology.

1. Serve as the primary contact for service-related inquiries, including warranty claims and aftersales support.
2. Manage the investigation and repair process for sold warranty watches.
3. Develop a comprehensive understanding of stock, warranty, and external repair processes to communicate effectively with customers.
4. Support International and Boutique teams in aftersales processes, providing guidance on policies and procedures.
5. Address various aftersales queries, such as link requests, valuations, and collection arrangements.
6. Provide first-level support for customer complaints, escalating issues when necessary.
7. Collaborate with cross-functional teams and manufacturers to ensure timely and accurate customer updates.
8. Prioritize workload to address urgent inquiries efficiently, multitasking across different areas as needed.

1. Experience in a fast-paced, multi-channel service environment.

1. Excellent organizational and time management skills.
2. Strong communication skills, both verbal and written.
3. Ability to demonstrate empathy and professionalism in customer interactions.
4. Proficiency in Microsoft Outlook, Word, and Excel.
5. Resilience and confidence in handling customer complaints.

Previous experience in a dynamic service environment is required. Knowledge of e-commerce or retail is advantageous but not essential.

Opportunity to learn from seasoned professionals in a supportive and innovative Aftercare department, with access to regular learning and development workshops and social events at the head office.

Watchfinder fosters a culture of excellence and innovation, prioritizing customer satisfaction and continuous improvement. Employees are encouraged to contribute to a collaborative and dynamic work environment, where professional growth and development are actively supported.