Audemars Piguet Customer Service Operator
Leading luxury brand — Customer Service Operator in Tokyo. Handle client enquiries, order management and after‑sales support for a premium fashion house.
Overview
A leading luxury fashion house operating across retail, wholesale and digital channels, often part of a global luxury group. The employer values impeccable client service, brand stewardship and an international outlook, with teams that support retail boutiques, e‑commerce operations and corporate functions from regional hubs such as Tokyo.
Role & Responsibilities
- Respond to inbound client enquiries via phone, email and chat with professionalism and brand-appropriate tone.
- Manage order lifecycle tasks including order entry, tracking, amendments, cancellations and refunds.
- Process returns and exchanges according to company policy and coordinate with logistics and stores to ensure timely resolution.
- Maintain accurate client records in the CRM, logging interactions, outcomes and follow-up actions.
- Escalate complex or high‑value client issues to senior teams and coordinate cross‑functional resolution (logistics, store operations, merchandising).
- Contribute to quality metrics (CSAT, response SLA, first‑contact resolution) and participate in continuous improvement of processes and knowledge base.
- Support VIP and high‑net‑worth clients with personalised after‑sales care when required.
Qualifications
- Native or near‑native Japanese speaker with professional-level spoken and written communication; business English proficiency preferred.
- Proven ability to manage high call/email volumes while maintaining meticulous attention to detail and a calm, client‑centric manner.
- Strong problem‑solving skills and the ability to prioritise competing requests under SLA constraints.
- Comfort working within a structured luxury‑brand environment where discretion, presentation and brand tone are essential.
Skills
Experience
Typically 1–3 years of customer service or after‑sales experience, ideally within luxury retail, premium e‑commerce or hospitality. Experience handling order management, returns and CRM platforms is strongly preferred.
Education
High school diploma or equivalent required; tertiary education in business, hospitality or a related discipline preferred but not mandatory.
Workplace
This position is based in Tokyo, Tokyo, Japan.
Culture
The workplace emphasises impeccable client service, attention to detail and respect for brand heritage. Teams are collaborative, service‑oriented and operate in a fast‑paced, multilingual environment that values discretion and polished communication.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Audemars Piguet, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Care Representative», «Client Services Associate», «After‑Sales Specialist», «Client Support Operator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.