Richemont Care Service Advisor

About Richemont

Richemont is one of the world’s foremost luxury groups, stewarding a distinguished portfolio of maisons across jewellery, watchmaking, fashion and accessories, including Cartier, Van Cleef & Arpels, Jaeger-LeCoultre and Montblanc. As an employer, it combines the heritage of artisanal excellence with a forward-looking culture shaped by innovation, client-centricity and responsible business. Its global teams operate in an environment that values craftsmanship, entrepreneurship and collaboration, offering opportunities to grow within iconic maisons and group functions alike. Richemont attracts professionals who aspire to contribute to enduring luxury, preserving rare savoir-faire while helping define the future of high craftsmanship.

Role & Responsibilities

• Provide personalized customer service at the service counter, from repair intake to product return, explaining service options (mandatory and optional) and managing customer concerns
• Confirm quote requirements, obtain approval, and track the estimation process until completion
• Receive repair items and document their condition, collecting comprehensive customer information and creating service notifications to initiate repair procedures
• Maintain regular contact with customers regarding delivery timelines and repair progress, working to minimize delays and enhance satisfaction
• Manage items awaiting pickup or collection, including packaging and logistics coordination
• Return completed items to customers and follow up with customers on items pending collection
• Address customer complaints by assessing situations, understanding customer expectations, and implementing appropriate first-line resolutions
• Sell leather straps, refills, and accessories in line with customer requirements, contributing to boutique budget achievement and reducing unrepaired returns and complimentary items
• Respond to phone inquiries and complaints from customers with professionalism and effectiveness
• Review service counter processes, propose process improvements, and standardize operational procedures
• Conduct quick services including engraving, embossing, and cleaning as needed
• Operate service counter throughout opening and closing hours, ensuring seamless daily operations
• Manage cash flow and reconcile registers according to company procedures during business hours
• Create invoices as required by operational protocols
• Maintain inventory of completed repairs, watch straps, and hold items, implementing inventory reduction measures
• Organize and file all service-related documentation, including sales records, inventory reports, repair movements, and operational updates, implementing document changes as needed
• Transport products between stores as required, handling valuable and precious items with appropriate care
• Support team members in delivering effective customer service and demonstrate strong collaborative spirit
• Understand personal strengths and development areas, taking responsibility for continuous professional growth

Qualifications

• Foundational knowledge of basic sales processes
• Proficiency with digital tools and online platforms used in sales and service operations
• Ability to understand customer needs and identify appropriate solutions

Skills

Experience

Basic retail or service industry experience is advantageous; prior exposure to luxury goods or jewelry/watch servicing is valued.

Education

High school diploma or equivalent; additional retail or customer service training is beneficial.

Workplace

Culture

Richemont fosters a refined, international workplace where its Maisons preserve exceptional craftsmanship while benefiting from the strength and perspective of a global luxury group. As an employer, it values long-term stewardship, collaboration, innovation, and the development of talent within an environment shaped by heritage, creativity, and high standards.

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.