Watchfinder & Co. Customer Aftercare Advisor

About Watchfinder & Co.

Founded in 2002, Watchfinder & Co. has grown from a pioneering online specialist into a leading global destination for pre-owned luxury watches, combining horological expertise with a modern, customer-focused retail model. As part of Richemont, the company offers employees the agility of a digital-first business alongside the standards and international reach of one of the world’s foremost luxury groups. Its teams work across authentication, watchmaking, technology, retail, operations and client advisory, united by a commitment to trust, craftsmanship and exceptional service. Watchfinder & Co. provides a dynamic environment for professionals passionate about luxury, innovation and the enduring value of fine timepieces.

Role & Responsibilities

• Deliver exceptional customer service across post-purchase, post-sale and post-part-exchange touchpoints.
• Resolve customer issues and complaints with an empathetic, proactive problem-solving approach.
• Assist with warranty repairs and manage customer communications throughout the process.
• Work closely with Service Centres to ensure warranty and paid repairs are completed within agreed service levels.
• Handle escalated customer cases professionally and efficiently.
• Collaborate with Watchfinder and Richemont teams to ensure timely investigations.
• Ensure satisfactory resolution of complex issues.
• Build strong customer relationships and encourage customer advocacy for Watchfinder.

Qualifications

• Outstanding problem-solving skills, including the ability to resolve challenging situations in a way that turns customers into advocates while balancing business priorities.
• Ability to work effectively within the team and across teams to deliver a consistent, high-quality customer experience.
• Empathetic, proactive approach to resolving customer issues and complaints, with the ability to tailor interactions and build rapport.
• Excellent written and verbal communication skills, with the ability to absorb technical information and communicate it effectively to customers.
• Contribute to continuous improvement of Watchfinder's processes and policies by sharing customer feedback with the wider business.
• Team-oriented approach and willingness to support colleagues with other tasks as needed.
• Previous experience working with watches or managing warranty repairs is desirable.
• Experience with contact management systems such as Zendesk is beneficial.

Skills

Benefits

Medical, dental and vision programs; health savings and flexible spending accounts; life insurance; disability benefits; 401(k) with employer match; paid time off; wellness reimbursement; employee assistance program; and volunteer days off.

Culture

Watchfinder & Co. fosters a dynamic, detail-driven culture where expertise in pre-owned luxury watches is paired with a modern, customer-centric retail mindset. As an employer, it offers a collaborative environment that values authenticity, technical knowledge, and entrepreneurial agility within the wider luxury watch ecosystem.

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.