Customer Service Representative

Company Description RAYMOND WEIL is a Swiss family-owned company founded in Geneva in 1976, known for its presence in the exclusive world of luxury watchmaking. The brand is recognized for an independent spirit and a dynamic, innovative approach to design and craftsmanship. RAYMOND WEIL combines traditional Swiss watchmaking expertise with contemporary creativity to offer high-quality timepieces. The company contributes to the local economy and supports the broader international watchmaking industry. Team members join a globally respected brand that values precision, excellence, and long-term commitment. Role Description The Customer Service Representative is a full-time, on-site role based in New York, NY. This role involves responding to customer inquiries via phone, email, and other channels, providing accurate information about products, warranties, repairs, and services. The representative will handle order and service requests, process returns and exchanges, and coordinate with internal teams such as sales, logistics, and technical service to resolve issues. The role also includes documenting interactions in customer relationship management systems, monitoring service cases to closure, and following up to ensure a positive customer experience. Daily responsibilities include maintaining brand standards in every interaction, identifying recurring customer concerns, and suggesting improvements to enhance service quality. Qualifications Demonstrated skills in customer service and customer support to handle inquiries and resolve issues effectively. Ability to foster customer satisfaction and customer experience through professional, empathetic, and solution-focused communication. Previous experience in a Customer Service Representative with a Luxury Brand or similar customer-facing role is strongly preferred. Strong verbal and written communication skills, with attention to detail and accuracy in documentation. Comfortable using CRM systems, email platforms, and basic office software; experience in luxury retail or watchmaking is an advantage. Ability to work on-site in New York, NY, manage multiple tasks, and remain calm and organized in a fast-paced environment. High level of professionalism, reliability, and commitment to brand standards; multilingual skills (especially French or Spanish) are a plus.