Omega Customer Service Representative

Location
Seniority Junior
Department Clienteling, CRM & VIP Relations
Industry Fine Watches & Horology
Posted ✦ Today
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OMEGA — Customer Service Representative, Fifth Avenue, New York. Provide luxury after‑sales service and client care in OMEGA's Fifth Avenue boutique.

Overview

OMEGA is a Swiss luxury watchmaker and a maison of the Swatch Group, renowned for technical innovation, precision timekeeping and iconic design. The brand has a storied heritage in exploration, sport timing and high‑performance watchmaking and operates global boutiques and after‑sales service networks that reflect its premium positioning.

Role & Responsibilities

  • Deliver high‑calibre, multi‑channel customer service in the Fifth Avenue boutique, including in‑person, telephone and e‑mail support.
  • Manage after‑sales activity: warranty claims, repairs coordination with service centres, follow‑ups and status updates for clients.
  • Record and maintain accurate client profiles and service histories in the CRM system; ensure data integrity and privacy.
  • Process orders, returns and exchanges in accordance with brand policies and local regulations; reconcile transactions with POS.
  • Provide expert product knowledge and technical explanations about mechanical movements, Master Chronometer certification and model specifications.
  • Support appointment scheduling, in‑store clienteling and VIP requests; escalate complex cases to the Store Manager or regional service teams.
  • Contribute to continuous improvement by reporting recurring issues, client feedback and opportunities to enhance the after‑sales experience.

Qualifications

  • Proven aptitude for delivering service at luxury retail standards: professional demeanour, discretion and polished communication.
  • Strong problem‑solving skills with the ability to manage sensitive service cases and client expectations.
  • Familiarity with order processing, warranty procedures and coordination with external service centres.
  • Proficiency with CRM and point‑of‑sale systems; meticulous attention to data accuracy.
  • Flexibility to work retail hours including weekends and peak periods; ability to prioritise under pressure.

Skills

Luxury client care and clienteling After‑sales service and warranty management CRM proficiency and client database maintenance Point‑of‑sale transaction handling Clear written and verbal communication Product knowledge: mechanical watches and horology fundamentals Problem resolution and escalation management Appointment scheduling and VIP servicing

Experience

Minimum 2 years of customer service or retail experience, preferably within luxury watches, jewellery or high‑end retail; experience handling after‑sales, repairs or warranty processes is highly desirable.

Education

High school diploma or equivalent required; post‑secondary education in business, hospitality or a related field preferred.

Workplace

The role is situated in New York, New York, USA. There are currently 1.565 open positions in New York on Cerulean, with 19 added recently. Within New York, Cerulean currently features 1.690 open roles, including 22 recent additions. Across USA, Cerulean lists 3.521 open roles — 124 of them newly added.

Culture

OMEGA's workplace reflects the maison's heritage of precision, technical excellence and refined client service. Teams are expected to uphold elevated standards of professionalism and product expertise while delivering personalised, discreet experiences for discerning clientele.

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.

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Frequently Asked Questions

A.

The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Omega, 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 «Client Relations Representative», «Customer Care Advisor», «After‑Sales Specialist», «Boutique Service Representative», «Client Service Associate», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.