Client Service Ambassador

Christian Louboutin LLC; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible working arrangements

The chance to extend or move into a永久或

CBD location close to public transport

Job summary

Christian Louboutin is hiring a Client Service Ambassador for our Sydney CBD head office. You’ll be the voice of the brand for online and boutique clients, handling enquiries, orders and repairs until resolved, and building relationships that drive repeat business.

This is a full-time 12 month parental leave cover, with a chance to extend or move into a permanent role for the right person. Reporting to the Omnichannel Manager, you’ll collaborate with retail, ecommerce and after‑sales teams to

Qualifications

• Experience in customer service, client relations or clienteling in luxury retail or premium ecommerce.
• Excellent written communication and ability to capture the Christian Louboutin brand voice.
• Strong relationship-building skills with a sales mindset.
• Hands-on experience with order management and service platforms such as Salesforce Service Cloud.

Responsibilities

• Manage online client enquiries across email, chat and platform messaging, and reply within service timeframes.
• Resolve order issues including amendments, delays, damages, returns, exchanges and refunds in line with brand policy.
• Proactively nurture client relationships by phone and email and create sales opportunities through clienteling.
• Work with courier and logistics partners to investigate and fix delivery problems.
• Give clients a personal, elevated experience, and collaborate with boutique teams for in-store resolutions.
• Escalate complex complaints and VIC matters to the Omnichannel Manager with full case notes and a recommended solution.
• Manage Care & Repair requests from assessments to updates on outcomes.
• Track spare parts and ensure cobblers repair to brand quality standards.
• Report monthly on service metrics including NPS, response times and resolution rates.
• Identify recurring pain points and share insights to improve processes and products.
• Keep response templates, FAQs and service documentation up to date.

Skills

Clienteling

Order management

Sales awareness

Brand voice writing

Tools

Salesforce Service Cloud

Y2 ERP

Job description

French designer Christian Louboutin’s red soles have stamped an inimitable mark on the world of fashion and shoe making for over thirty years. Born in Paris and raised by his mother and three sisters, the designer credits this feminine environment as the inspiration for much of his work. The innovation and imagination behind Louboutin’s mesmerizing shoes have established him as one of the world’s most visionary and important shoemakers.

We’re hiring a Client Service Ambassador in our Sydney CBD head office. You’ll be the voice of Christian Louboutin for our online and boutique clients, looking after every enquiry, order and repair until it’s resolved. You’ll also build lasting relationships that bring clients back and grow our sales.

This is a full time, 12 month parental leave cover, with the opportunity to extend or move into a permanent role for the right person.

Reporting to the Omnichannel Manager, you’ll work closely with our retail, ecommerce and central after sales teams. If you write beautifully, stay calm when things get tricky and know what luxury service feels like, we’d love to hear from you.

Key duties and responsibilities:

Manage online client enquiries across email, chat and platform messaging, and reply within our service timeframes.

Resolve order issues including amendments, delays, damages, returns, exchanges and refunds in line with brand policy.

Proactively nurture client relationships by phone and email and create sales opportunities through clienteling.

Work with our courier and logistics partners to investigate and fix delivery problems.

Give clients a personal, elevated experience, and work with boutique teams when an in store resolution is the best outcome.

Escalate complex complaints and VIC matters to the Omnichannel Manager with full case notes and a recommended solution.

Manage Care & Repair requests, from repair assessments through to updating clients on outcomes.

Work with the central after sales team to track spare parts and make sure our cobblers repair to the brand’s quality standard.

Report monthly on service metrics including NPS, response times and resolution rates.

Spot recurring client pain points and share them with the Omnichannel Manager so we can improve our processes and products.

Keep our response templates, FAQs and service documentation up to date.

The ideal candidate will:

Have experience in customer service, client relations or clienteling, ideally in luxury retail or premium ecommerce.

Write exceptionally well and capture the Christian Louboutin brand voice in every email.

Feel confident building client relationships and spotting sales opportunities.

Have hands on experience with order management and customer service platforms such as Salesforce Service Cloud.

Knowledge of an ERP or stock management tool such as Y2 would be a plus.

Stay calm, solution focused and discreet when situations get difficult.

Understand what luxury clients expect and prefer.

Stay organised and keep quality high while managing a busy inbox.

Have a genuine interest in luxury fashion and the Christian Louboutin brand.

In return, we offer

• Flexible working arrangements
• A great CBD location close to public transport
• The chance to extend or move into a permanent role after the cover period

This is a full time role based at our Sydney CBD head office, working 38 hours across 5 days, Monday to Friday.