After‑Sales Service Apprentice (Gestionnaire SAV - Alternance)
Richemont seeks an After‑Sales Service Apprentice (Gestionnaire SAV) in Le Pré‑Saint‑Gervais — alternance in after‑sales operations and customer service.
Overview
Richemont is a leading international luxury goods group encompassing prestigious maisons across jewellery, watches, leather goods and fashion. As an employer, Richemont combines a commitment to craftsmanship and heritage with an international, multi‑brand structure that supports specialist development and cross‑functional collaboration.
Role & Responsibilities
- Receive and process incoming after‑sales requests (repairs, returns, warranty claims) and ensure accurate registration in the service platform.
- Coordinate operations between clients, retail boutiques, service workshops and external repair centres to ensure timely resolution.
- Monitor repair progress and logistics; organise and track shipments, customs documentation and return flows when required.
- Manage customer communications: provide status updates, resolution proposals and follow up until case closure, maintaining brand‑level service standards.
- Maintain and update CRM and after‑sales databases with case notes, parts usage, costs and SLA milestones.
- Prepare regular operational reports and KPI summaries for the service manager; highlight trends and recurrent quality issues.
- Support warranty validation, cost allocation and invoicing processes in collaboration with finance and technical teams.
- Contribute to continuous‑improvement initiatives to streamline processes, reduce turnaround times and improve customer satisfaction.
Qualifications
- Enrolled in an approved alternance (apprenticeship) programme in business administration, logistics, supply‑chain, customer service or luxury management.
- Fluent French with strong written and verbal communication skills; professional proficiency in English is an advantage.
- Strong organisational aptitude with attention to detail and the ability to manage multiple cases simultaneously.
- Customer‑centric mindset with empathy and the ability to handle escalations diplomatically.
- Proficiency with Microsoft Excel and comfortable producing basic operational reports.
Skills
Experience
Previous internship experience in customer service, after‑sales operations or logistics is advantageous but not mandatory; the role is designed for a candidate at the start of their professional career within an alternance programme.
Education
Candidate must be enrolled in a secondary or tertiary alternance/apprenticeship programme (BTS, Bachelor or Master's level) in business, logistics, supply chain, customer service or luxury management.
Culture
Richemont cultivates a culture that values artisanal excellence, meticulous attention to detail and long‑term brand stewardship. The workplace emphasises collaboration across maisons, professional development through mentorship and exposure to global luxury operations.