Customer Care Advisor

Overview

Omega is a globally recognised Swiss watchmaker renowned for technical precision, innovation and timeless design. As a Maison within the Swatch Group portfolio, Omega blends Haute Horlogerie craftsmanship with international luxury retail and service operations, offering career opportunities across product, retail and client services functions.

Role & Responsibilities

• Deliver best‑in‑class client service across phone, email and digital channels, ensuring timely and courteous responses to customer enquiries.
• Manage after‑sales cases including warranty enquiries, repairs coordination and order follow‑up, liaising with technical and logistics teams.
• Record and maintain accurate client and case information in the CRM; escalate complex issues to specialist teams when required.
• Resolve complaints with professionalism, applying brand standards to preserve client relationships and the Maison’s reputation.
• Support cross‑functional projects to improve processes and service KPIs; contribute product and client feedback to internal teams.

Qualifications

• Proven experience in customer service or after‑sales roles, preferably within luxury retail, watches or premium goods.
• Strong organisational skills with meticulous attention to detail and the ability to manage multiple cases concurrently.
• Customer‑centric mindset with a calm, professional demeanour when handling escalations.
• Ability to liaise effectively with internal stakeholders (technical service, logistics, retail) and external service partners.
• Flexibility to work rotational shifts if role requires coverage across extended service hours.

Skills

Experience

Typically 2+ years in client service or after‑sales positions; candidates with experience in luxury retail, horology or premium goods after‑sales will be preferred.

Education

Secondary education or vocational diploma; formal training in retail, hospitality or customer service is an advantage.

Culture

Omega maintains a culture rooted in craftsmanship, technical excellence and client obsession. The Maison values precision, collaborative problem‑solving and service excellence, offering a professional environment where employees contribute to a storied luxury brand within the Swatch Group.