Aftercare Advisor

About the role

Since Watchfinder & Co. was first founded in 2002, it has grown to become the premier resource from which to buy and sell premium pre-owned watches. With thousands of watches available from more than 50 brands, including Rolex, Omega, IWC and more, plus boutiques across the UK and a manufacturer certified service centre, Watchfinder has established itself as the top pre-owned watch specialist.

Responsibilities

Customer service excellence

• Deliver exceptional customer service across all post-purchase, post-sale, and post-part exchange touchpoints.
• Demonstrate an empathetic and proactive problem-solving approach to resolving customer issues and complaints.

Warranty and paid repairs

• Assist in the warranty repairs process, owning communication to customers throughout the journey.
• Work closely with our Service Centres to ensure all warranty and paid repairs are completed within agreed service levels.

Managing Escalated Cases

• Handle escalated customer cases with professionalism and efficiency.
• Work cross-functionally with other Watchfinder and Richemont teams to ensure investigations are conducted in a timely fashion.
• Ensure satisfactory resolution of complex issues.

Customer retention and loyalty

• Foster strong relationships with customers, ensuring they become advocates for Watchfinder.

Qualifications

• Outstanding problem-solving skills and adept at resolving challenging situations in a way that turns customers into advocates for Watchfinder, while balancing business priorities.
• Able to work effectively within your team and beyond to ensure a consistent and high quality customer experience.
• Demonstrate an empathetic and proactive problem-solving approach to resolving customer issues and complaints, whilst tailoring your interactions to each customer to build rapport.
• Excellent written and verbal communication skills, with the ability to absorb technical information and communicate it effectively to customers.
• You will contribute to the continuous improvement of Watchfinder's processes and policies by sharing valuable customer feedback with the wider business.
• You're a team player and are willing to support your colleagues with other tasks as and when needed.
• Previous experience of working with watches or warranty repair management is desirable.
• Experience of working with contact management systems such as Zendesk would also be a benefit.

Pioneering

• Finding new and innovative ways to adapt and improve the ways we operate and the service(s) we provide.

Outstanding

• Ensuring that the very highest standards are delivered across every facet of our business - internally and externally. Bringing excellence in everything we do, every time.

We Offer

• Employee wellbeing is a top priority at Richemont.
• We offer a comprehensive benefits program to support employees and their loved ones.
• Our core benefits include medical, dental, and vision programs.
• Health savings and flexible spending accounts are also available.
• The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match.

Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $25 - $29

Salary will be determined based on relevant skills and experience.