LVMH Customer Support Specialist

About LVMH

LVMH Moët Hennessy Louis Vuitton, the world leader in luxury, unites more than 75 distinguished Maisons across fashion and leather goods, wines and spirits, perfumes and cosmetics, watches and jewelry, and selective retailing. As an employer, the Group offers a uniquely international environment where heritage, creativity, craftsmanship, and entrepreneurial spirit meet. It cultivates exceptional talent through mobility, mentoring, and rigorous learning, while empowering teams to shape the future of desirable, sustainable luxury. LVMH seeks individuals who combine excellence with curiosity, aesthetic sensibility with business acumen, and respect for tradition with the courage to innovate.

Role & Responsibilities

• Serve as the primary contact point for inquiries regarding watch and jewelry repairs, including reception processing, technical explanations, delivery timelines, and cost information
• Respond to incoming calls and emails from end users, retail partners, boutiques, and internal wholesale departments with professionalism and accuracy
• Input customer and product information (including product numbers and serial codes) into SAP system with precision and attention to detail
• Process incoming repair watches and invoices, verify receipt status, and consolidate malfunction repair information for system entry
• Perform administrative duties including document and mail sorting to maintain operational efficiency
• Handle product-related inquiries and coordinate confirmations with Swiss headquarters for complex or escalated cases
• Manage e-commerce related operations and customer inquiries related to online channels
• Serve as an internal inquiry desk for after-sales service requests from various departments

Qualifications

• Minimum 2–3 years of customer service experience in a professional environment
• Demonstrated experience in customer-facing roles at luxury hospitality, retail, or high-end service environments (hotels, airlines, luxury brands, department stores)
• Proven ability to interact with affluent clientele and understand their expectations for premium service
• Proficiency in English (reading and writing essential; verbal communication a strong asset)
• Solid understanding of compliance protocols and regulatory requirements
• Proficiency with core office software and systems, including Salesforce, SAP, Excel, and Notes
• Strong blind-touch typing capability to manage screen input while handling telephone calls
• Experience with precision work or familiarity with detailed mechanical and jewelry operations

Skills

Experience

Minimum 3 years of customer service experience, including direct customer interaction in luxury retail, hospitality, or premium service sectors. Call center experience is valued but not mandatory; equivalent experience in affluent customer service contexts across other industries is equally acceptable. Familiarity with watch or jewelry repair processes is advantageous but not required.

Education

High school diploma or equivalent; further training in customer service, business administration, or hospitality management is a plus.

Workplace

Culture

LVMH fosters a culture where creativity, craftsmanship, and entrepreneurial spirit come together across an exceptional portfolio of luxury Maisons. As an employer, it offers a dynamic, international environment that values excellence, innovation, and the transmission of savoir-faire while encouraging each talent to contribute to the long-term desirability of its brands.

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.