Richemont Customer Service Administrator

About Richemont

Richemont is a leading Swiss luxury goods group that manages a portfolio of maisons renowned for watches, jewellery and high-end accessories. The group operates globally across retail, wholesale and after‑sales services and is recognised for exacting standards of craftsmanship, heritage-led brands and international career mobility within its maisons.

Role & Responsibilities

• Serve as first point of contact for client enquiries via telephone, email and web, ensuring prompt, accurate and highly professional responses.
• Process client orders, returns, exchanges and repairs through internal order management and CRM systems; ensure accurate data entry and documentation.
• Liaise with boutiques, after‑sales service teams and logistics to coordinate shipments, repairs and follow‑ups, maintaining full traceability of client interactions.
• Maintain and update client records in the CRM; ensure data quality and compliance with company policies and data protection regulations.
• Escalate complex or sensitive client issues to senior client services or after‑sales managers and follow through to resolution.
• Prepare routine reports on enquiry volumes, order status and service KPIs to support continuous improvement initiatives.
• Support administrative tasks for the client services team, including scheduling, invoicing support and archival of client correspondence.
• Contribute to a high level of client satisfaction by applying luxury‑service standards and brand‑appropriate etiquette at all times.

Qualifications

• Proven background in customer service or administrative roles; experience in a luxury retail or premium services environment is highly desirable.
• Excellent interpersonal skills with professional telephone and written communication suited to a high‑net‑worth clientele.
• Strong attention to detail and accuracy in data entry, order processing and record keeping.
• Proficiency with Microsoft Office applications (especially Outlook and Excel) and comfortable working with CRM or order management systems.
• Problem‑solving mindset with the ability to prioritise in a fast‑paced, multi‑stakeholder environment.
• High level of discretion and understanding of client confidentiality and data protection principles.

Skills

Experience

Approximately 1–2 years of customer service or administrative experience, preferably within luxury retail, hospitality or premium services; demonstrated exposure to CRM and order management processes.

Education

High school diploma or equivalent; tertiary education in business, hospitality or a related discipline is advantageous but not mandatory.

Workplace

Culture

Richemont fosters a culture rooted in craftsmanship, brand heritage and meticulous client service. The workplace is international and collaborative, offering cross‑maison exposure and professional development opportunities within a network of prestigious luxury maisons.

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.