[Universal Genève] Customer Service Ambassador - Meyrin (f/m/x)

Job description

Founded in 1894, Universal Genève is an iconic Swiss watchmaking Maison celebrated for its rich heritage and timeless elegance. Known as the “Couturier de la Montre”, the Maison unites technical excellence with refined design, crafting timepieces with the same precision, creativity, and attention to detail as a couture creation. Today, Universal Genève enters a new chapter. Its revival is shaped by exceptional timepieces and a commitment to offering a client journey that is seamless, personal, and elevated. At Universal Genève, every experience is crafted with intention. Every gesture, every interaction, every detail is tailored to the individual rather than the catalogue. This philosophy shapes the Customer Service Ambassador (f/m/x) role, where service is approached with the same care and precision as watchmaking itself. For those ready to build a legacy Joining Universal Genève at this stage means becoming part of a rare and defining relaunch, with the opportunity to help shape a new standard of client experience. As a Customer Service Ambassador, covering EMEIA market, you are the first voice and first impression of the Maison. You will ensure that every interaction—whether a simple inquiry or a complex request—is handled with precision, care, and intention. For those who value craft, ownership, and excellence in execution, this role offers the chance to contribute to a truly distinctive and modern vision of luxury service. Role overview The Customer Service Ambassador is an elevated client interface, operating across phone and email as the primary entry point to the Maison. This is a coordination-driven, content-led role, ensuring that each client request is handled end-to-end with clarity and consistency. Every interaction is approached as part of a single, continuous thread—from first contact to resolution, without fragmentation or loss of quality. The role requires a strong sense of ownership, attention to detail, and service intuition—knowing when to act, how to anticipate, and how to adapt to each client context. Your craft Client interface & Maison representation Act as the first point of contact for all client inquiries via phone and email Represent the Maison with precision, clarity, and consistency in every interaction Provide accurate and structured information on products, services, and processes Ensure each touchpoint reflects a tailored and considered approach, never generic Inquiry management & coordination Handle a broad range of client topics, including product information, availability, orders, and after-sales Act as a central coordination point, connecting clients with boutiques, HQ, and relevant departments Ensure each request is followed through end-to-end, maintaining continuity and accountability Approach every interaction as part of a seamless journey, avoiding fragmentation or handoffs Orders, delivery & remote purchase facilitation Support clients in navigating pre-orders, orders, and delivery processes Coordinate home deliveries and boutique collections, ensuring clarity and personalization Provide guidance on shipping timelines, taxes, and logistics Facilitate remote purchases when initiated by the client, ensuring a smooth and reassuring experience Act as a relay with boutiques and logistics teams to ensure execution aligns with client expectations Client data & system discipline Capture and maintain accurate client data, including preferences and contextual information Record meaningful qualitative insights (interests, previous interactions, expectations) Ensure data is structured, complete, and actionable across systems Contribute to a consistent and reliable client knowledge base Escalations & cross-functional collaboration Manage client escalations with ownership and composure Liaise with after-sales, logistics, and boutique teams to resolve issues Use available systems to access and communicate relevant information Take responsibility for resolving issues proactively, ensuring the client experience remains intact What will make you successful At least 3 years of experience in luxury client services, premium contact centers, hospitality, or coordination roles Fluent in English, French and German Strong communication skills with a clear, structured, and composed delivery Highly organized, detail-oriented, and comfortable managing multiple workflows A natural sense of ownership, accountability, and follow-through Ability to balance process discipline with adaptability and client sensitivity A mindset focused on precision, continuity, and quiet excellence in execution Tailor a New Legacy Every magnificent revival requires a visionary to guide it. If you are ready to measure, cut, and stitch the future of our retail excellence, we invite you to shape the vision of our Geneva flagship. Join Universal Genève, and craft an unforgettable experience for the world's most discerning collectors. Your new employer: We encourage everyone to bring true authenticity to work and contribute to our shared mission to redefine luxury. We prioritize the well-being of our employees by fostering an environment of diversity, equity, and inclusion, where every voice is heard and valued. We believe that happy, healthy employees are the key to success, which is why we offer competitive benefits, including: Home office (depending on position requirements) Referral program Development opportunities Culture of feedback Want to take on this mission and join our team? Apply now!