Aftercare Advisor - New York

Job description

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

 

Aftercare Advisor

Watchfinder | New York

Reports to: Aftercare Manager

 

 

Role Overview

Watchfinder & Co. is the ultimate global destination for buying and selling pre-owned luxury watches. We’re on an exciting mission to accelerate our online and in-store presence, helping even more customers find their perfect timepiece. Given our ambitious growth plans, we’re looking for an Aftercare Advisor to join our Aftercare team in the US.

 

As an Aftercare Advisor, you will play a crucial role in ensuring customer satisfaction by handling service inquiries, warranty claims, aftersales queries, and general account questions. Your responsibilities will involve communicating with customers across various channels, including phone and email. By adopting a personalized approach, you will build rapport and deliver excellent service that reflects Watchfinder's values. Your empathetic and proactive problem-solving attitude will be key to resolving issues and enhancing the customer experience. This role demands strong communication skills and a commitment to delivering a great experience to every customer, every time.

 

 

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.

 

 

Our Values

Caring

·  Demonstrating empathy and respect for the people around us, the work we do and the business we are part of.

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.

 

Why work for Watchfinder?

 

Firstly, what makes Watchfinder a wonderful place to work is the people! Watchfinder is transforming the way that our customers can Sell, exchange, and purchase pre-owned, luxury timepieces. Embracing technology to aid and enhance our customer experience is crucial with the scale of the organisation. We do not negotiate on service and standards, always following our core values or ‘Caring,’ Pioneering’ and ‘Outstanding’ with key business decision.

 

You will work alongside the most enthusiastic colleagues about Watches and technology who have strong ambitions for the business to scale and grow further internationally. If you would like to be part of the journey, click apply today!

 

 

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

 

We Offer – United States

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:  $23 - $25

 

Salary will be determined based on relevant skills and experience.