Longines Customer Care Representative

Overview

Longines is a Swiss luxury watchmaker renowned for timeless elegance, technical craftsmanship and longstanding ties to equestrian sport and skiing. The brand operates within the Swatch Group, a global leader in watch manufacturing and multi‑brand retail, offering opportunities to work at the intersection of heritage watchmaking and high‑end retail service.

Role & Responsibilities

• Handle inbound customer enquiries across phone, email and other channels with a professional, brand‑appropriate tone.
• Manage after‑sales processes including warranty registration, repair intake, status updates and coordination with service centres.
• Liaise with Swatch Group retail points and independent jewellers to resolve client issues and ensure a consistent customer experience.
• Record and maintain customer interactions and case histories in the CRM; ensure accuracy of client data and follow‑up actions.
• Provide product information and technical guidance on Longines collections to customers and retail partners.
• Process returns, exchanges and administrative documentation in line with company policies.
• Escalate complex cases to senior service managers and contribute to continuous improvement of customer procedures.

Qualifications

• Proven experience in customer service or after‑sales support, preferably within luxury retail, watches or jewellery.
• Strong verbal and written communication skills with a professional telephone manner.
• Ability to manage multiple cases, prioritise effectively and work to deadlines.
• Attention to detail and high standards of accuracy for administrative tasks.
• Customer‑centric mindset with the ability to represent a premium brand.
• Knowledge of watches or technical aptitude for understanding repair and warranty processes is a strong advantage.
• Availability to work 24 hours per week (part‑time schedule).

Skills

Experience

Typically 1–3 years of customer service or after‑sales experience, preferably in luxury retail, watchmaking or a related technical retail environment. Previous exposure to warranty and repair workflows is highly desirable.

Education

Secondary vocational education (MBO) or equivalent; relevant qualifications in business, hospitality or retail are a plus.

Workplace

Culture

Longines values heritage, precision and an elegant client experience; employees are expected to uphold high standards of professionalism and product knowledge. As part of the Swatch Group, the workplace balances Swiss watchmaking tradition with structured, collaborative support from a global organisation.

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.