Richemont Customer Service Associate
- Location
- Seniority
- Junior
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- Apr 10, 2026
About Richemont
Richemont is a leading Swiss luxury goods group comprising several maisons renowned for watches, jewellery, leather goods and writing instruments. As an employer it combines an artisanal heritage and maison-driven creativity with global retail, wholesale and service operations, offering career pathways across product, client experience and corporate functions.
Richemont is hiring a Customer Service Associate in Düsseldorf — deliver high‑touch client support and manage orders for a leading luxury maison.
Role & Responsibilities
- Deliver high‑touch, multichannel client support (phone, email, chat) with professionalism and confidentiality.
- Manage order processing, shipment tracking, returns and after‑sales requests while ensuring accurate CRM record‑keeping.
- Resolve client complaints and complex service issues, escalating to specialist teams where required and ensuring timely follow‑up.
- Support clienteling activities by identifying upsell and cross‑sell opportunities and coordinating with retail teams.
- Produce clear case notes and service metrics; contribute to continuous improvement of workflows and FAQ knowledge base.
- Collaborate with logistics, repairs/after‑sales and store teams to ensure seamless client journeys and timely resolution.
- Meet agreed KPIs for response times, client satisfaction and case closure while maintaining brand standards.
Qualifications
- Professional demeanour and strong customer‑service orientation; discretion when handling high‑value client interactions.
- Fluent German and professional working proficiency in English (spoken and written) preferred.
- Excellent verbal and written communication, active listening and conflict‑resolution skills.
- Experience with CRM systems and order management processes; comfort working to SLA and KPI targets.
- Prior experience in luxury retail, horology, jewellery, hospitality or high‑end e‑commerce is strongly preferred.
Skills
Experience
Typically 1–3 years in customer service roles, preferably within luxury retail, hospitality, watches/jewellery or premium e‑commerce environments.
Education
Secondary education or equivalent; vocational training in retail, hospitality, commerce or communications is advantageous.
Workplace
This position is based in Düsseldorf, North Rhine-Westphalia, Germany.
Culture
Richemont’s culture emphasizes craftsmanship, discretion and client obsession, balancing maison heritage with international professionalism. Teams operate collaboratively across boutiques, after‑sales and corporate hubs, offering exposure to luxury product knowledge and career progression within the group.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Richemont, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Client Service Associate», «Client Relations Specialist», «Customer Care Representative», «After‑Sales Advisor», «Client Care Associate», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.