Rimowa Customer Service Specialist
- Employment
- Full-Time
- Seniority
- Entry-Level
- Industry
- Luxury Automotive
- Posted
- Aug 18, 2026
About Rimowa
Founded in Cologne in 1898, Rimowa stands as a benchmark of modern luxury travel, renowned for its iconic grooved aluminum suitcases and uncompromising German engineering. As an employer, the Maison offers a distinctive environment where heritage craftsmanship, industrial precision, design innovation, and elevated client experience converge. Part of the LVMH Group, Rimowa provides opportunities across product development, manufacturing, retail, digital, marketing, and corporate functions within an international culture shaped by excellence and forward movement. The brand seeks individuals who value quality, creativity, resilience, and meticulous execution, inviting them to contribute to objects designed not merely to accompany journeys, but to define them.
Rimowa seeks Customer Service Specialist in Beijing to deliver after-sales support excellence for luxury travel goods.
Role & Responsibilities
- Welcome and process customer after-sales service requests with empathy and professionalism
- Assess repair requirements and communicate accurate information to customers regarding timelines and costs
- Address customer feedback, complaints, and concerns with enthusiasm and integrity, escalating complex issues to appropriate internal stakeholders
- Clarify customer expectations regarding warranty coverage and out-of-warranty repairs
- Propose brand-compliant alternative solutions and service options to customers
- Manage customer communications across phone, WeChat Enterprise, and email channels
- Ensure 100% accuracy in data entry, repair documentation, billing, and transactions
- Coordinate customer confirmation of repair pricing, arrange delivery logistics, and update customers on service status
- Facilitate technician scheduling and workload allocation
- Conduct timely follow-ups with customers post-service completion
- Ensure completed repairs are properly arranged at designated collection points, including inter-store transfers
- Maintain a clean and organized reception area
- Provide support to team members to maximize efficiency and productivity
- Share product information and brand updates with customers where appropriate
Qualifications
- Customer-centric mindset with commitment to service excellence
- Excellent communication and interpersonal skills
- Ability to manage complex customer situations and resolve issues to satisfy both clients and the company
- Strong attention to detail and organizational capabilities
- Proactive and self-directed work approach
- Proficiency in PC applications including Microsoft Word, Excel, and PowerPoint
Skills
Experience
Not explicitly specified; entry to junior-level experience in customer service or hospitality environments is implied.
Education
Not specified
Workplace
The role is situated in Beijing, Beijing, China.
Culture
Rimowa fosters a workplace culture rooted in German engineering, precision craftsmanship, and a forward-looking spirit of innovation. As a global luxury house, it values collaboration, attention to detail, and entrepreneurial thinking, offering teams an environment where heritage and modern design come together to shape exceptional travel experiences.
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 Rimowa, 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 «After-Sales Service Representative», «Customer Support Specialist», «Service Advisor», «Client Relations 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.