Richemont Customer Care Coordinator

Overview

Richemont is a leading Swiss luxury goods group comprising maisons renowned for craftsmanship in watches, jewellery, writing instruments and accessories. As a global luxury conglomerate, Richemont operates a portfolio of heritage brands and maintains high standards for product quality, client service and artisanal savoir‑faire across international markets.

Role & Responsibilities

• Serve as the primary point of contact for customer enquiries across phone, email and digital channels, ensuring timely, accurate and courteous responses.
• Manage case lifecycle: log, triage and follow up on service requests, returns, repairs and warranty claims in accordance with internal SLAs.
• Coordinate cross‑functional handoffs with after‑sales, repair ateliers, logistics and retail teams to expedite resolutions and maintain traceability.
• Maintain and update customer records and case histories in the CRM; ensure data integrity and adherence to privacy standards.
• Escalate complex or sensitive issues to senior specialists; prepare concise case summaries and recommendations.
• Produce routine performance reports and service metrics to inform continuous improvement and to support management decisions.
• Contribute to process documentation, knowledge base updates and training materials to standardize service delivery across channels.

Qualifications

• Proven experience in customer service or after‑sales support, preferably within luxury goods, watches, jewellery or premium retail.
• Demonstrable experience coordinating cross‑departmental workflows and managing case escalations.
• Strong written and verbal communication skills with professional telephone etiquette.
• Attention to detail and a disciplined approach to documentation and CRM maintenance.
• Ability to handle confidential information discreetly and to de‑escalate emotionally charged interactions.

Skills

Experience

Typically 1–3 years of customer service or after‑sales experience; experience within luxury retail, watches, jewellery or premium consumer goods strongly preferred. Demonstrated history of meeting service KPIs and managing escalations is expected.

Education

Secondary education required; post‑secondary qualification in business, hospitality, communications or a related field preferred.

Workplace

Culture

Richemont emphasizes heritage, meticulous craftsmanship and exceptional client service. The workplace culture privileges collaboration between maison specialists and operational teams, fostering a client‑centric mindset and professional development within luxury retail and after‑sales functions.

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.