Officine Panerai Client Care Specialist

About Officine Panerai

Founded in Florence in 1860, Officine Panerai stands at the meeting point of Italian design, Swiss watchmaking excellence, and a distinctive naval heritage. As an employer, the Maison offers a refined environment where craftsmanship, innovation, and performance are held to the highest standards. Its teams contribute to timepieces renowned for bold aesthetics, technical precision, and enduring character, while advancing a culture of collaboration, curiosity, and responsibility. Panerai seeks individuals who appreciate heritage yet are energized by progress, offering opportunities to grow within an international luxury house that values expertise, authenticity, and the pursuit of exceptional quality.

Role & Responsibilities

• Manage the end-to-end after-sales service journey, from service intake and repair tracking through client communication and collection.
• Coordinate technical assessments and service recommendations with the Panerai Manufacture, the watchmaker and Richemont Customer Service Centre, as necessary.
• Work with the Boutique Director and retail team to prioritise service requests and resolve client concerns.
• Monitor repair progress, quotations and turnaround times, and provide timely client updates across relevant communication channels.
• Ensure Service Order Forms are completed accurately and service records are updated promptly.
• Safeguard client watches and property in accordance with company procedures.
• Coordinate with the Panerai Manufacture, the watchmaker and Richemont Customer Service Centre to ensure efficient service workflows, as necessary.
• Support the retail team in maintaining consistent after-sales service standards.
• Monitor service-related NPS and client feedback across relevant channels.
• Follow up with dissatisfied clients and detractors to address concerns and facilitate resolution.
• Analyse client feedback, identify recurring issues and recommend improvements to the Boutique Director.
• Track corrective actions and work with retail teams to improve client satisfaction.
• Identify opportunities to enhance the client experience through proactive communication and personalised follow-up.
• Support regional boutiques and retail partners across SEAO on after-sales service and product-related matters.
• Act as the central coordinator for regional product issues and liaise with HQ and relevant service teams.
• Track outstanding cases, escalate unresolved issues and follow through on corrective actions.
• Participate in HQ SAV calls and provide relevant updates on regional cases and product issues.
• Communicate product knowledge, service updates and operational guidelines to Singapore and regional boutique teams.
• Ensure Service Order Forms are issued, processed and recorded accurately.
• Issue tax invoices for chargeable services and repairs, ensuring corresponding payments are received and recorded.
• Maintain accurate service records and documentation for follow-up, reporting and compliance.
• Ensure service-related systems and records are updated in a timely manner.
• Manage spare parts and consumables ordering, stock levels and replenishment.
• Monitor spare parts availability to support timely service delivery.
• Coordinate shipments relating to spare parts and after-sales service.
• Follow up on overseas repair cases, quotations and outstanding spare parts requests.
• Conduct regular stock counts and reconciliations, investigating and escalating discrepancies.
• Ensure accurate inventory records and proper documentation of stock movements.

Qualifications

• At least three years of experience in customer service, after-sales service or a client-facing role; luxury retail experience is an advantage.
• Customer-centric, with a strong commitment to service excellence.
• Strong follow-up, organisational and problem-solving skills.
• Excellent written and verbal communication skills.
• Able to manage multiple cases and resolve issues independently.
• Effective stakeholder management and teamwork skills.
• Proficient in Microsoft Office and operational systems.
• High standards of integrity, attention to detail and accountability when handling client property and financial transactions.

Skills

Experience

At least three years in customer service, after-sales service or a client-facing role; luxury retail experience is an advantage.

Culture

Officine Panerai offers a workplace culture rooted in Italian design heritage, Swiss horological precision, and a deep connection to the sea. The Maison fosters an environment where craftsmanship, innovation, and technical excellence are valued, encouraging teams to combine tradition with a forward-looking spirit. Employees contribute to a distinctive luxury watchmaking universe defined by authenticity, collaboration, and meticulous attention to detail.

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.