Client Service Associate Part Time

Richemont Iberia SL; Sydney; On-site; AUD 39,000 - 55,000; Part time

Job summary

Richemont Iberia SL is seeking a Part Time Client Service Associate to be the face of our aftersales service in Sydney. You will own the end-to-end client journey from intake to resolution, ensuring service excellence, transparency, and brand standards.

You will manage client communications, explain repair processes, coordinate with boutiques and workshops, and support on-site quick services. This role requires empathy, commercial awareness, and the ability to balance client experience with cost

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 with attention to detail.
• Commercial awareness to balance client experience with costs.
• Collaborative mindset to work with boutiques, workshops, and HQ teams.
• Availability to work retail hours, including weekends, Part time.

Responsibilities

• Serve as the main point of contact for clients throughout the aftersales journey.
• Explain repair processes, timelines, and costs to clients with transparency.
• Manage client communications, updates, delays, and approvals.
• Coordinate with Client Service Administrator and workshops to ensure accurate repair orders.
• Support on-site quick services such as strap changes, engraving, and bracelet work.
• Handle escalations with a solution-oriented approach.
• Promote service and product recommendations to clients.

Skills

Communication

Relationship management

Judgement

Emotional intelligence

Attention to detail

Commercial awareness

Collaboration

Retail hours availability

Job description

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:

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

• Ability to 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 solution-oriented mindset.

• Apply client experience guidelines and technical expertise to share recommendations with client about service and product sales (straps, links)

• Ability to partner with Boutique colleagues on sales (accessories, watches and jewellery

Core Operation Support

• 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 (i.e. product handling, inventory control, etc).

• Step in to support Client Service Administrator tasks when required to ensure service continuity during peak periods.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

At Richemont, we know that passion and expertise are the sparks that create extraordinary success. As a Client Service Associate, you will bring:

• 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 Part time, including weekends in a fast-paced retail store environment

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.