Rolex Fifth Avenue Flagship Service Client Advisor

About the role

The Service Client Advisor is responsible for delivering an exceptional client experience throughout the entire service journey; from intake and onsite estimate discussions to communication and handover upon completion. Advisors serve as the primary liaison between clients and the technical team, ensuring seamless coordination, clear and timely updates, and a luxury-level experience at the service counter.

Responsibilities

• Welcome every client promptly and warmly upon arrival to the Service Floor, creating a professional, calm, and reassuring environment that reflects Rolex standards.
• Listen carefully and ask targeted diagnostic questions to understand the client’s concern, performance issue, or service request.
• Serve as the primary liaison between the client and the technical team, ensuring clarity, accuracy, and timely communication.
• Guide the client through what to expect in the service process, including timelines, warranty parameters, and post-service benefits.
• Provide clear explanations of service recommendations, cost structures, and technical findings in a way that is accessible and confidence-building.
• Maintain an elegant, organized, and inviting service counter and ensure all guest-facing spaces reflect the standards of Rolex.
• Create accurate service intake documentation, ensuring all client concerns, visual observations, and functional issues are properly noted.
• Assign the intake efficiently to the appropriate Watch Technician or Watchmaker for diagnostics.
• Review technical estimates generated by the service team and convert them into client-friendly summaries for discussion and approval.
• Communicate estimates—either in-store, phone, or email—with professionalism, transparency, and a solutions-oriented approach.
• Follow up proactively with clients on outstanding estimates, clarifying questions and assisting them in making informed decisions.
• Avoidance of inaccurate recording in the service management system.
• Coordinate daily with Watch Technicians and Watchmakers on intake flow, diagnostics, estimates, approvals, and completed repairs.
• Maintain awareness of current service timelines, capacity, and workflow status to set accurate expectations for clients.
• Assist in managing escalations or unusual service scenarios by partnering with the Service Manager and technical team.
• Provide timely updates to clients on repair status, delays, approvals required, or changes identified during diagnostics.
• Maintain a consistent cadence of follow-up communication to reinforce trust and transparency.
• When repairs are complete, prepare a clear handoff by reviewing all service work completed and any technical notes provided.
• Deliver the watch back to the client with a premium experience: Review service performed and warranty length Demonstrate watch functions Ensure proper time/date setting and bracelet sizing Answer any follow-up care questions.

Qualifications

• 1–3+ years of experience in luxury retail, client service, or a hospitality-driven environment.
• Exceptional communication skills with the ability to engage confidently with both local and international clientele.
• Strong interpersonal instincts, emotional intelligence, and a polished, professional presentation.
• Proven ability to learn technical concepts quickly and speak knowledgeably about luxury watches—particularly mechanical timepieces.
• Highly organized and proficient with CRM, data entry, and digital communication tools.
• Sales-minded, proactive, and comfortable guiding clients through recommendations and service decisions.
• Collaborative team player with adaptability, curiosity, and a continuous-learning mindset.
• Multilingual abilities are a significant asset.