Service Advisor

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

YOUR MISSION:

The Service Advisor 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 a Service Advisor, 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 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 Service Advisor, 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 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.