Key Responsibilities
Key responsibility 1: Maison Ambassador
- Upholds the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements
- Embodies the excellence of the service. Responsible for welcoming each client, offering a personal interaction.
- Complies with the high standards of Cartier sales and service. Respecting and applying the Cartier CS rules, process & policies of the Maison.
- Implements Customer Service action plan provided by Retail Management.
Key responsibility 2: Client Satisfaction and technical advisor
- Understand the client request and find proper solutions to satisfy their needs.
- Explain, in client friendly wording, technical explanations of service. Comfortable working through client objections to mandatory vs. optional services
- Ensures regular communication with boutique watchmaker and seamless process in place
- Strong knowledge of Cartier creations, solutions, and service policies.
- Constantly deals with Retail and Client team in order to find solutions vs. customer issues
Key responsibility 3: RO’s / Clients & notifications management
- Creates and attributes the notification to boutique or workshop / repair center.
- Controls of the notification recorded by boutique staff
- Key-in, generate cost estimate, and contact clients directly about the status of the repair (spare part shortage, repair ready for collection…)
- Follow-up the clients files in cooperation with the boutique staff, watchmaker, or/and the jeweller. Controls files’ status and lead-times with anomaly report
- Files, organizes and maintains all documents related to Sales, Stock, Transfers, repairs & other boutique documents.
Key responsibility 4: Stock Management
- Stock follow-up & inventories (ROs, spare parts, leather strap, etc.)
- Stock (daily): prepare orders and place orders for in boutique repairs, deliveries follow-up.
- Stock management: orders, follow-up, receiving, & inventories
- Deliveries: transfers registrations, transfers to platform, and receptions from Repair centers
Key responsibility 5: Ensure the follow-up of the main indicators linked to after-sales service
- Ensures proper client data capturing
- Enhances customer satisfaction by informing the clients, minimizing delay, and reducing complaints.
- Monitor daily report and control delays (leadtime KPI)
- Contributes to after sales turnover in reducing return unrepaired rate, discounts and gratuities.
Qualifications
- Bachelor’s degree with 2-3 years of Client service experience in Luxury Brand
- Experience in watchmaking and jewellery highly appreciated
- Excellent verbal and written communication skills. Fluent English, third language is a plus
- Good interpersonal skills, strong solution driver, client focused and good team-player
- Emphasis on details and the ability to handle multiple tasks simultaneously
- Good Knowledge of MS Office, SAP knowledge is a plus
