Aftercare Advisor
About The Position
Watchfinder & Co. is a specialist in buying and selling premium pre-owned watches, with thousands of watches from more than 50 brands, UK boutiques, and a manufacturer-certified service centre. The Aftercare Advisor supports customers after purchase, sale, or part-exchange, providing empathetic, proactive service and resolving issues and complaints. The role manages customer communication throughout warranty and paid repairs, working with Service Centres to ensure repairs meet agreed service levels. It also handles escalated cases, coordinates timely investigations across Watchfinder and Richemont teams, and works toward satisfactory resolutions that strengthen customer retention and loyalty. The advisor contributes customer feedback to continuous improvement and supports colleagues with other tasks as needed.
Requirements
- Outstanding problem-solving skills and the ability to resolve challenging situations while balancing customer needs and business priorities.
- Ability to work effectively within and beyond the team to provide a consistent, high-quality customer experience.
- Empathetic and proactive approach to resolving customer issues and complaints, with the ability to tailor interactions and build rapport.
- Excellent written and verbal communication skills.
- Ability to absorb technical information and communicate it effectively to customers.
- Team-player attitude and willingness to support colleagues.
Nice To Haves
- Previous experience working with watches or managing warranty repairs is desirable.
- Experience with contact management systems such as Zendesk is beneficial.
Responsibilities
- Deliver exceptional customer service across post-purchase, post-sale, and post-part-exchange interactions.
- Resolve customer issues and complaints with an empathetic, proactive, and 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 to ensure timely investigations and satisfactory resolutions of complex issues.
- Build strong customer relationships and encourage customer advocacy and loyalty.
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
