Luxury Aftercare Concierge

Richemont; Sydney; On-site; AUD 60,000 - 80,000; Full time

Job summary

Richemont is seeking a Service Advisor to lead the aftersales journey for clients, ensuring a high-touch experience from intake to pick-up. You will manage repair processes, communicate clearly, and apply Cartier service policies to maintain brand standards.

The role requires handling escalations with professionalism, coordinating with workshops and boutiques, and supporting service administration during peak periods.

Responsibilities

• 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)
• Coordinate with 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

Job description

Richemont is seeking a Service Advisor to lead the aftersales journey for clients, ensuring a high-touch experience from intake to pick-up. You will manage repair processes, communicate clearly, and apply Cartier service policies to maintain brand standards.

The role requires handling escalations with professionalism, coordinating with workshops and boutiques, and supporting service administration during peak periods.