Aftercare Advisor

Richemont•New York, NY

6d•$27 - $29

About The Position

Watchfinder & Co. is a premier resource for buying and selling premium pre-owned watches, with thousands of watches available from over 50 brands and boutiques across the UK. They have established themselves as a top pre-owned watch specialist with a manufacturer-certified service center. This role focuses on delivering exceptional customer service across all post-purchase touchpoints, managing warranty and paid repairs, and handling escalated customer cases. The Aftercare Advisor will also play a key role in customer retention and loyalty by fostering strong relationships and ensuring customers become advocates for Watchfinder.

Requirements

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.

Nice To Haves

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.

Responsibilities

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