Luxury After-Sales Concierge (Part-Time)

Richemont; Sydney; On-site; AUD 34,000 - 44,000; Part time

Job summary

Richemont, a leader in luxury, seeks a Part Time Client Service Associate in Sydney to deliver high-touch aftersales experiences. You will own the client journey from intake to resolution, ensuring service excellence and brand standards across repairs and product care.

This role requires empathy, precision, and strong communication in a fast-paced retail environment. As the face of the Maison’s aftersales, you will manage client relationships, coordinate with workshops, and support sales with

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

Responsibilities

• 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, 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 solution-oriented mindset.
• Apply client experience guidelines and technical expertise to share recommendations with client 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 (i.e. product handling, inventory control).
• Step in to support Client Service Administrator tasks when required to ensure service continuity during peak periods.

Skills

Client communication

Relationship management

Emotional intelligence

Attention to detail

Commercial awareness

Cross-functional collaboration

Retail hours availability

Job description

Richemont, a leader in luxury, seeks a Part Time Client Service Associate in Sydney to deliver high-touch aftersales experiences. You will own the client journey from intake to resolution, ensuring service excellence and brand standards across repairs and product care.

This role requires empathy, precision, and strong communication in a fast-paced retail environment. As the face of the Maison’s aftersales, you will manage client relationships, coordinate with workshops, and support sales with