Luxury Service Advisor - Client Experience & Repairs

Richemont; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

Richemont's Maison-based Service Advisor role places you at the forefront of aftersales, delivering a high-touch experience for clients from intake to resolution. You will manage relationships with empathy and commercial awareness, ensuring brand standards are upheld throughout repair journeys.

You will also collaborate with boutiques and workshops to align on repairs, pricing, and product sales while maintaining exceptional service levels across weekends in a fast-paced luxury retail

Qualifications

• Experience in luxury retail service preferred.
• Ability to explain repair processes and pricing accurately.
• Capacity to handle multiple cases with care and empathy.
• Strong client-facing communication and problem-solving skills.

Responsibilities

• Serve as the main contact for clients throughout the aftersales journey (intake, diagnosis, quotation, approval, service update and pickup).
• Explain repair processes, timelines, costs and expectations clearly to clients.
• Manage client communications and provide proactive updates, delays and approvals.
• Apply Cartier Service Policies to ensure a premium Maison client experience.
• Perform on-site quick services (strap changes, bracelet sizing, steam cleaning, engraving).
• Handle escalations with professionalism and a solution-oriented approach.
• Collaborate with Boutique colleagues on sales of accessories, watches and jewellery.
• Coordinate with Service Administrator and workshops to ensure accurate repair order execution and handovers.
• Support Client Service Administrator tasks during peak periods to maintain service continuity.

Skills

Client engagement

Relationship mgmt

Communication

Emotional intelligence

Attention to detail

Team collaboration

Sales awareness

Job description

Richemont's Maison-based Service Advisor role places you at the forefront of aftersales, delivering a high-touch experience for clients from intake to resolution. You will manage relationships with empathy and commercial awareness, ensuring brand standards are upheld throughout repair journeys.

You will also collaborate with boutiques and workshops to align on repairs, pricing, and product sales while maintaining exceptional service levels across weekends in a fast-paced luxury retail