Aftercare Advisor

Richemont • New York, NY

4d

About The Position

Watchfinder & Co. is a specialist in buying and selling premium pre-owned watches, with more than 50 brands, UK boutiques, and a manufacturer-certified service centre. The Aftercare Advisor supports customers after purchases, sales, and part exchanges, including warranty and paid repairs and escalated cases. The role works with Service Centres and other Watchfinder and Richemont teams to resolve issues, keep customers informed, and provide a consistently high-quality experience. It also contributes customer feedback to improve business processes and policies.

Requirements

• Outstanding problem-solving skills, including the ability to resolve challenging situations while balancing business priorities.
• Ability to work effectively with the immediate team and across teams to provide a consistent, high-quality customer experience.
• Empathetic and proactive approach to customer issues and complaints, tailoring interactions to build rapport.
• Excellent written and verbal communication skills.
• Ability to absorb technical information and communicate it effectively to customers.
• Team-oriented approach and willingness to support colleagues with other tasks as needed.

Nice To Haves

• Previous experience working with watches or managing warranty repairs.
• Experience using contact management systems such as Zendesk.

Responsibilities

• Deliver exceptional customer service across post-purchase, post-sale, and post-part-exchange interactions.
• Resolve customer issues and complaints with empathy and a proactive, problem-solving approach.
• Assist with warranty repairs and own customer communications throughout the repair process.
• Work with Service Centres to ensure warranty and paid repairs are completed within agreed service levels.
• Handle escalated customer cases professionally and efficiently.
• Coordinate with Watchfinder and Richemont teams so investigations are conducted promptly and complex issues are satisfactorily resolved.
• Build strong customer relationships and encourage customer loyalty and advocacy.
• Share customer feedback with the wider business to support continuous improvement of processes and policies.
• Support colleagues with other tasks as needed.

Benefits

• Medical, dental, and vision programs.
• Health savings and flexible spending accounts.
• Life insurance and disability benefits.
• 401(k) with employer match.
• Paid time off.
• Wellness reimbursement benefit.
• Employee assistance program.
• Volunteer days off.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed