Richemont Customer Relations Specialist

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

• Respond to phone and email inquiries from boutique staff, wholesale business partners, and other customers.
• Address, coordinate, and investigate inquiries about repairs.
• Handle delivery-time inquiries and requests to expedite delivery.
• Prepare repair estimates and process related communications, including approval notices.
• Communicate with Maison staff at the Hanzomon office and teams across Customer Service.
• Communicate with staff at the European headquarters.
• Manage delivery schedules by checking repair status, including repairs handled by overseas workshops.
• Train brand boutique staff and others on repair-related knowledge.
• Coordinate with brand repair contacts and sales teams, including through meetings.
• Support inquiries and repair operations for brands outside the assigned portfolio and repairs across all product categories as needed to strengthen team backup coverage.

Qualifications

• Customer-facing experience in the luxury brand industry, particularly in a related industry, and/or experience in boutique operations.
• Experience handling B2B inquiries related to repairs.
• Strong communication and active listening skills.
• PC skills.
• Knowledge of luxury products such as watches and jewelry is preferred.
• Experience in sales or the service industry is preferred.
• Basic English skills for reading and writing emails are preferred; higher proficiency is an advantage.
• Professional conduct and sound workplace judgment.
• Ability to work collaboratively as a team player.
• Strong interest in brand services.
• A responsible approach and the ability to work promptly and reliably.
• Ability to approach customer service positively, with comprehension and imagination.
• Creativity and initiative to identify opportunities for improvement in daily operations and independently drive problem-solving and improvements.

Skills

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.