Swatch Group Customer Service Specialist
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- May 13, 2026
About Swatch Group
Swatch Group is a global leader in watchmaking, comprising a portfolio of widely recognised brands spanning all price segments — from Swatch and Tissot to Omega and Breguet. The Group combines traditional craftsmanship with advanced micro‑mechanical and electronic technologies and maintains an extensive distribution network that includes multi‑brand retail and branded boutiques.
Swatch Group is hiring a Customer Service Specialist in Miami, USA to manage client inquiries and after‑sales support for its watch brands.
Role & Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email and chat, ensuring a luxury client experience.
- Manage after‑sales processes including warranty claims, service requests, repairs coordination and order tracking with internal service centres and external partners.
- Process orders and returns, update customer records and maintain accurate case history in the CRM system.
- Escalate complex technical or billing issues to the appropriate technical, logistics or retail teams and follow through to resolution.
- Collaborate with boutique and wholesale teams to ensure consistency of information, pre‑sales support and post‑sales follow‑up.
- Meet performance targets and contribute to continuous improvement of service procedures, knowledge base and reporting.
Qualifications
- Proven customer service experience; 2+ years preferred, ideally within luxury retail, watches, jewelry or high‑end consumer goods.
- Strong verbal and written communication skills with a client‑centric manner and polished telephone etiquette.
- Demonstrable problem‑solving skills and ability to de‑escalate sensitive customer situations.
- Familiarity with order management, warranty and after‑sales workflows.
- High attention to detail and ability to maintain accurate customer and service records.
Skills
Experience
Minimum of 2 years of customer service experience; prior exposure to luxury retail, watchmaking or technical after‑sales environments is highly desirable.
Education
High school diploma or equivalent required; bachelor’s degree in business, hospitality, communications or a related field preferred.
Workplace
The role is situated in Miami, Florida, USA.
Culture
The Swatch Group blends precision engineering with creative brand heritage; the workplace emphasises technical excellence, cross‑brand collaboration and a high standard of client service. Teams operate in a fast‑paced, detail‑oriented environment where product knowledge and craftsmanship are highly valued.
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 Swatch Group, 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 Services Specialist», «Customer Care Representative», «After‑Sales Specialist», «Client Care Associate», «Customer Experience Specialist», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.