Client Service Associate

Richemont; Sydney; Ibrido; AUD 34.000 - 55.000; Part-time

Descrizione del lavoro

Richemont is seeking a Part Time Client Service Associate to be the face of its aftersales service. You will manage client journeys from intake to resolution, balancing service excellence with brand standards in a luxury retail setting.

Based in Sydney, you will collaborate with boutique teams, coordinate with service workshops, and support sales of accessories and jewellery while upholding Cartier service policies and security procedures.

Mansioni

• Serve as the main point of contact for clients throughout the aftersales journey (intake, diagnosis, quotation, approval, service update and pick-up).
• Explain repair processes, timelines, costs, and expectations to clients with transparency.
• Coordinate with Boutique colleagues on sales and with workshop teams to ensure accurate repair execution.
• Ensure service documentation, approvals, and handovers are completed accurately.

Descrizione del lavoro

Client Service Associate – Richemont

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high‑end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.

YOUR MISSION: The Part Time 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 the Part Time 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.

Your responsibilities will include:

• 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 and be able 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).
• Coordinate with 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.).
• Support Client Service Administrator tasks when required to ensure service continuity during peak periods.

HOW DO WE KEEP YOU SMILING?

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.

YOUR JOURNEY WITH US:

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 team 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.