Customer Care Employee

Overview

Richemont is a Swiss-based luxury goods group encompassing a portfolio of distinguished maisons in jewellery, watches, leather goods and fashion. As an employer it combines artisanal heritage with global retail operations, offering a professional environment that values craftsmanship, client discretion and international collaboration.

Role & Responsibilities

• Serve as first point of contact for client enquiries across phone, email and digital channels, ensuring timely, courteous responses.
• Process and track orders, returns, exchanges and repairs, liaising with boutiques, ateliers and logistics teams to ensure smooth resolution.
• Maintain and update CRM records and client dossiers to reflect interactions, requests and service history with meticulous attention to confidentiality.
• Escalate complex complaints or technical issues to appropriate departments and follow through until resolution, safeguarding client satisfaction.
• Achieve service KPIs and SLAs, contributing to reporting and continuous improvement initiatives to enhance the client experience.
• Provide accurate product and after‑sales information; coordinate appointments, deliveries and service estimates as required.
• Support ad hoc projects and cross‑functional coordination with retail, e‑commerce and technical teams during peak periods.

Qualifications

• Professional orientation towards high‑quality client service and discretion appropriate to a luxury environment.
• Strong verbal and written communication skills, with polished telephone manner and clear, concise email correspondence.
• Excellent organisational skills, the capacity to prioritise competing tasks and attention to detail when handling client records.
• Problem‑solving aptitude with the ability to de‑escalate sensitive situations and deliver appropriate solutions.
• Availability for a fixed‑term contract and flexibility to cover peak periods or retail hours as required.
• Previous experience in luxury retail, hospitality or after‑sales service is advantageous.
• Proficiency with CRM systems and standard office software; commitment to learn brand‑specific platforms quickly.

Skills

Experience

Typically 1–3 years of customer service or client relations experience, preferably within luxury retail, watchmaking, jewellery or upscale hospitality; direct after‑sales or order‑management experience is advantageous.

Education

Secondary education required; tertiary qualification in business, languages, hospitality or a related field preferred.

Culture

Richemont cultivates a culture rooted in craftsmanship, heritage and respect for client confidentiality. The workplace is international and collaborative, with an emphasis on professional standards, ongoing learning and cross‑maison cooperation.