Client Service Associate

Cartier; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Prestigious Maison representation

Supportive team environment

Exposure to luxury craftsmanship

Clear development pathways in sales &

Job summary

Cartier in Melbourne seeks a Client Service Associate to lead aftersales journeys with empathy and precision. You will be the face of the Maison’s service, coordinating repairs from intake to pick up while maintaining high standards and commercial awareness.

You will manage client communications, explain costs and timelines, and collaborate with boutiques and HQ teams. This role requires strong communication, emotional intelligence, and weekend availability to deliver exceptional luxury service.

Qualifications

• Strong client-facing communication and relationship management are essential.
• Able to assess repair scope and intervention type with sound judgement.
• High emotional intelligence and service mindset are required.
• Capable of managing multiple cases while maintaining attention to detail.
• Balance client experience with cost control and Maison standards.
• Collaborate across boutiques, workshops, and HQ teams.
• Retail hours including weekends are expected in a fast-paced store environment.

Responsibilities

• Serve as the main point of contact for clients throughout the aftersales journey, including intake, diagnosis, quotation, approval, service update, and pick up.
• Explain repair processes, timelines, and costs clearly to clients to ensure transparency and trust.
• Proactively manage client communications (updates, follow-ups, delays, approvals).
• Adhere to Cartier Service Policies to deliver a Maison-appropriate client experience.
• Perform on-site quick services (strap changes, bracelet sizing, steam cleaning, engraving/embossing).
• Handle escalations professionally and provide solution-oriented responses.
• Share recommendations on service and product sales (straps, links) with clients.
• Collaborate with Boutique teams on sales of accessories, watches, and jewellery.
• Coordinate with Client Service Administrator and workshops to ensure accurate repair execution.
• Ensure service documentation, approvals, and handovers are completed accurately.
• Support service excellence KPIs and comply with security procedures.

Skills

Strong client-facing communication

Judgement for repair scope

Emotional intelligence

Multitasking under pressure

Commercial awareness

Cross-functional collaboration

Weekend availability

Job description

Your Mission

The Client Service Associate is the primary point of contact for clients, delivering a seamless, high‑touch aftersales experience. This role owns the end‑to‑end client journey from intake to resolution, ensuring service excellence, commercial alignment, and brand standards are consistently upheld.

How will you make an impact?

As a Client Service Associate, you will be the face of the Maison’s aftersales service, managing client relationships and orchestrating repair journeys with empathy, precision, and commercial awareness.

Client Engagement and Service Excellence

• Serve as the main point of contact for clients throughout the aftersales journey (intake, diagnosis, quotation, approval, service update, and pick up).
• Clearly explain repair processes, timelines, costs, and expectations to clients, ensuring transparency and trust.
• Manage client communications proactively (updates, follow‑ups, delays, approvals).
• Possess a strong understanding of Cartier Service Policies with the ability to execute/implement these policies to provide a Maison‑appropriate client experience.
• Perform on‑site quick services such as strap changes, bracelet sizing (non‑gold), steam cleaning, cord changes, engraving & embossing.
• Handle escalations and complex client situations with professionalism and a solution‑oriented mindset.
• Apply client experience guidelines and technical expertise to share recommendations with clients about service and product sales (straps, links).
• Partner with Boutique colleagues on sales (accessories, watches, and jewellery).

Core Operation Support

• Coordinate with the Client Service Administrator and workshops to ensure accurate execution of repair orders.
• Ensure service documentation, approvals, and handovers are completed accurately.
• Contribute to service excellence KPIs (Barometer, client satisfaction).
• Understand and comply with Cartier security and operational procedures (product handling, inventory control, etc.).
• Step in to support Client Service Administrator tasks when required to ensure service continuity during peak periods.

Qualifications

• Strong client‑facing communication and relationship management skills.
• Sound judgement to assess repair scope and intervention type.
• High emotional intelligence and service mindset.
• Ability to manage multiple cases while maintaining attention to detail.
• Commercial awareness to balance client experience, cost control, and Maison standards.
• Collaborative mindset to work cross‑functionally with boutiques, workshops, and HQ teams.
• Available to work retail hours including weekends in a fast‑paced retail store environment.

Benefits

• The opportunity to represent a prestigious Maison and deliver meaningful client experiences.
• A supportive team environment where collaboration and shared success are valued.
• Exposure to luxury craftsmanship and technical repair processes.
• Clear development pathways in sales & service operations, and luxury retail.

Application Process

• Step 1: Submit your application.
• Step 2: If your profile aligns, you will receive a call from our TA team.
• Step 3: Following a successful screening, you will be invited to in‑person interviews with boutique management and HR.
• Step 4: The final candidate(s) will be invited to meet with the Commercial Director.
• Step 5: With successful interviews completed and contingent upon successful pre‑employment checks, you will begin your journey with us.

Ignite your passion for luxury and make a meaningful impact at Cartier – apply now!