Contact Centre Ambassador

Richemont; Sydney; On-site; AUD 55,000 - 90,000; Full time

Job summary

Cartier seeks a Brand Ambassador for Client Relations to represent the Maison across telephone, e-mail, live chat and social media within the Client Relations Centre. You will handle inquiries, support sales and collect client feedback while maintaining Cartier’s standards and brand identity.

Ideal candidates have luxury retail or premium customer service experience, strong communication skills, and fluency in English and Mandarin, with flexibility for shifts and weekend coverage as needed.

Qualifications

• Experience in retail sales or customer service in luxury / high-end goods.
• Experience in contact center / e-com related activities.
• Customer service oriented and sales oriented; conscientious, patient, flexible, polite, keen to learn, team player.
• Skilled in speaking/writing expression and communication.

Responsibilities

• Inbound and outbound customer contact via telephone, e-mail, live chat and other media;
• Facilitate online and phone sales to reach commercial goals;
• Deliver brand information to clients and collect feedback;
• Accurately process required data in appropriate systems/tools under data security policy;
• Escalate system issues to team leader and report findings for improvements;
• Identify trends in customer satisfaction and report findings;
• Follow policies and represent the Group professionally;
• Collaborate with Client Service team for repairs and after-sales service requests.

Skills

Retail sales experience

Customer service

Fluent English

Mandarin proficiency

Communication skills

Team player

Tools

SAP CRM

Salesforce

Job description

We are looking for someone who has strong contact centre experience in retail sales or a customer service role to join our Maison in our Client Relations team.

The Cartier Client Relations Centre (CRC) Brand Ambassador will represent the Maison in all customer contact via telephone, e-mail, live chat and social media. The Ambassador will handle client enquires according to Cartier’s Quality Standards and will represent the brand’s identity and vision at all times. With excellent communications skills, the Ambassador is able to accommodate all customer requests, including service requests and sales inquiries.

HOW WILL YOU MAKE AN IMPACT?

We are seeking a conscientious and patient team player who is keen to learn and make a difference to our customers.

Inbound and outbound customer contact via telephone, e-mail, live chat and other (social) media;

Facilitate online and phone sales in order to reach commercial goals and objectives;

Deliver brand information to clients, and vice versa collect valuable feedback from clients

Accurately process all required data/information in appropriate system/tools under group data security policy

Escalate the emergency system issues to team leader timely, and report findings on system improvement if any

Identify trends in customer satisfaction or dissatisfaction and report findings to the team leader

Follow company policies and procedures as outlined and represent the Group in a professional image at all times

Collaborate with the Group’s existing Client Service team for repairs and after-sales service requests

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

We believe in shared success and understanding that with your actions you elevate your team and Maison. To contribute to team success, you will have:

Experience in retail sales or customer service in the luxury / high-end goods domain, or

Experience in contact center /e-com related activities.

Customer service oriented and sales oriented. Conscientious, patient, flexible, polite, exquisite, keen to learn, team player;

Skilled in speaking/writing expression and communication

Fluent in English (and Mandarin)

PC literate, SAP CRM, Salesforce experience is a plus;

Flexibility with working in shifts, and work on weekend and public holidays if required

HOW DO WE KEEP YOU SMILING:

A great opportunity to be a part ofa dynamic and diverse team.

This role will help build your knowledge and experience in aspects of Client relations.

Finally, a plethora of opportunities within Cartier and the Richemont Group to help you develop and take your career to the next level.

After being shortlisted, you will receive a call to discuss the role and for us to get to know you from our Talent Acquisition Partner.
If you are successful through the phone interview, you will be invited to attend an interview with the CRC Team Leader and the CRC Manager.
From there if successful, you will sit an interview with our Commercial Director and Senior HR Manager.
The successful candidates will start with the business after reference and police checks are completed.