Watchfinder & Co. Aftercare Advisor
- Employment
- Full-Time
- Seniority
- Entry-Level
- Compensation
- $27–29/hour
- Department
- Clienteling, CRM & VIP Relations
- Posted
- May 26, 2026
About Watchfinder & Co.
Richemont is a leading luxury goods holding company comprising several distinguished maisons in watches, jewellery and accessories. As an employer, Richemont emphasises craftsmanship, heritage stewardship and client-centric service across global retail and service operations, with local teams collaborating to preserve the maisons' standards of excellence.
Watchfinder seeks Aftercare Advisor in New York to manage post-purchase customer support, warranty claims, and repair coordination with exceptional service.
Role & Responsibilities
- Deliver exceptional customer service across all post-purchase, post-sale, and post-part exchange touchpoints with empathetic and proactive problem-solving
- Manage warranty and paid repairs processes, owning customer communications throughout the service journey
- Work closely with Service Centres to ensure warranty and paid repairs are completed within agreed service levels
- Handle escalated customer cases with professionalism and efficiency, conducting timely investigations
- Work cross-functionally with Watchfinder and Richemont teams to resolve complex issues satisfactorily
- Foster strong customer relationships and loyalty by transforming challenging situations into opportunities for advocacy
- Contribute to continuous business improvement by gathering and sharing valuable customer feedback
- Absorb and communicate technical repair information effectively to customers
Qualifications
- Outstanding problem-solving skills with ability to resolve challenging situations while balancing business priorities
- Excellent written and verbal communication skills with ability to absorb and communicate technical information effectively
- Demonstrated empathy and proactive approach to conflict resolution, with strong rapport-building abilities
- Experience working effectively within teams and across organizational boundaries
- Willingness to support colleagues with additional tasks as needed
- Previous experience with watches or warranty repair management (desirable)
- Familiarity with contact management systems such as Zendesk (beneficial)
Skills
Experience
Previous experience in customer service, warranty management, or luxury goods support is advantageous. Experience with watches or luxury timepiece industries is desirable but not required.
Education
High school diploma or equivalent required; further education or professional certifications in customer service or related fields preferred.
Workplace
The role is situated in New York, New York, USA.
Compensation
The base compensation for this position ranges from USD 27 to USD 29 per hour.
Benefits
Medical, dental, and vision programs; health savings and flexible spending accounts; life insurance and disability benefits; 401(k) with employer match; paid time off; wellness reimbursement benefit; employee assistance program; volunteer days off.
Culture
Richemont cultivates a culture that prizes artisanal excellence, discretion and long‑term client relationships. Teams operate collaboratively across ateliers, boutiques and corporate functions, sustaining high standards of service and technical mastery while encouraging professional development.
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 Watchfinder & Co., 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 Specialist», «Client Relations Advisor», «Service Support Representative», «Post-Purchase Experience Advisor», «Customer Success 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.