Richemont Customer Care Employee

About Richemont

Richemont is a Swiss-based luxury goods group encompassing a portfolio of distinguished maisons in jewellery, watches, leather goods and fashion. As an employer it combines artisanal heritage with global retail operations, offering a professional environment that values craftsmanship, client discretion and international collaboration.

Role & Responsibilities

• Serve as first point of contact for client enquiries across phone, email and digital channels, ensuring timely, courteous responses.
• Process and track orders, returns, exchanges and repairs, liaising with boutiques, ateliers and logistics teams to ensure smooth resolution.
• Maintain and update CRM records and client dossiers to reflect interactions, requests and service history with meticulous attention to confidentiality.
• Escalate complex complaints or technical issues to appropriate departments and follow through until resolution, safeguarding client satisfaction.
• Achieve service KPIs and SLAs, contributing to reporting and continuous improvement initiatives to enhance the client experience.
• Provide accurate product and after‑sales information; coordinate appointments, deliveries and service estimates as required.
• Support ad hoc projects and cross‑functional coordination with retail, e‑commerce and technical teams during peak periods.

Qualifications

• Professional orientation towards high‑quality client service and discretion appropriate to a luxury environment.
• Strong verbal and written communication skills, with polished telephone manner and clear, concise email correspondence.
• Excellent organisational skills, the capacity to prioritise competing tasks and attention to detail when handling client records.
• Problem‑solving aptitude with the ability to de‑escalate sensitive situations and deliver appropriate solutions.
• Availability for a fixed‑term contract and flexibility to cover peak periods or retail hours as required.
• Previous experience in luxury retail, hospitality or after‑sales service is advantageous.
• Proficiency with CRM systems and standard office software; commitment to learn brand‑specific platforms quickly.

Skills

Experience

Typically 1–3 years of customer service or client relations experience, preferably within luxury retail, watchmaking, jewellery or upscale hospitality; direct after‑sales or order‑management experience is advantageous.

Education

Secondary education required; tertiary qualification in business, languages, hospitality or a related field preferred.

Workplace

Culture

Richemont cultivates a culture rooted in craftsmanship, heritage and respect for client confidentiality. The workplace is international and collaborative, with an emphasis on professional standards, ongoing learning and cross‑maison cooperation.

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.