Client Service Associate - Old Bond Street (FTC)

Richemont; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading luxury goods company seeks a Client Satisfaction & Technical Advisor to provide top-tier after-sales service to clients. Responsibilities include managing orders, offering tailored service recommendations, and upholding the high standards of client interaction. Ideal candidates possess strong knowledge of luxury products, exceptional communication skills, and experience in client service. Join a company that values diversity and inclusion in a supportive environment.

Qualifications

• Experience in client service, preferably within the luxury industry.
• Strong knowledge of Cartier products, especially in watchmaking and jewelry.
• Ability to manage stress and maintain confidentiality.

Responsibilities

• Provide outstanding after-sales service to Cartier clients.
• Manage Client Service orders and ensure proactive communication.
• Recommend services to enhance client experience.

Skills

Client service experience

Knowledge of Cartier products

Excellent communication skills

Attention to detail

Organizational skills

Fluency in English

Tools

Word

Excel

Outlook

PowerPoint

Job description

HOW WILL YOU MAKE AN IMPACT?

Your mission is to provide outstanding after-sales service to Cartier clients, ensuring their satisfaction and upholding the Maison's reputation for excellence. You will be the primary point of contact for clients seeking assistance with their Cartier creations, providing expert advice and guidance throughout the service process.

WHAT WILL BE YOUR MISSION?

Client Satisfaction & Technical Advisor

• Understands the client request and identifies appropriate solutions to satisfy their needs
• Explains, in client-friendly language, technical explanations of services. Comfortable working through client objections and escalations as necessary to determine client centric solutions
• Communicates regularly with boutique and wider market stakeholders to enables a seamless process
• Develops a strong knowledge of Cartier creations, Care Service processes and service policies.
• Maintains a solid relationship with Client Team in Cartier UK Head Office

MONITORING CLIENT ORDERS

• Manage Client Service orders, ensuring proactive communication and seamless service delivery
• Daily reporting and monitoring of timeframes to contact clients
• Ensure attention to detail throughout the repair flow; clients and creation data registration, communication and approval, follow up, billing etc.
• Ensure follow up of the main indicators and feedback linked to Care Service to enhances customer satisfaction
• Contributes to after sales turnover in reducing return-unrepaired rate, discounts and gratuities

Sales

• Identify appropriate service recommendations for each client
• Apply client experience guidelines and technical expertise to advise clients on suggested service and product sales
• Recognise potential conversion opportunities to enhance client interaction

Maison Ambassador

• Embody exceptional customer service
• Responsible for welcoming each client, offering a personalized interaction as per client preferences
• Comply with the high standards of Cartier sales and service while respecting Cartier Client Service rules, processes & policies of the Maison
• Participate in team meetings as required to support boutique strategies and to foster continuous improvement
• Implement Client Service action plan provided by Boutique Management

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Experience in client service (within the luxury industry is preferred)
• Strong knowledge of Cartier products and services, sales abilities (Experience in watchmaking and jewellery is highly appreciated)
• Excellent communication and interpersonal skills
• Ability to manage stress and confidentiality
• Adaptable to changing priorities
• Great attention to detail
• Strong organizational and time management skills
• Excellent IT skills (Word, Excel, Outlook, and PowerPoint).
• Fluent in English. (additional language skills are a plus)

WHAT DO WE OFFER?

At Cartier, we are proud to employ talents from diverse backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

WHO ARE WE?

As a place where singularity thrives together, we value the uniqueness of our people, and we see the results of what we do because we are on the journey together. We recognize the richness diversity brings and we embrace a workplace where those differences can be leveraged.

We offer exciting opportunities to gain experience professionally and personally in a supportive environment which in turn inspires the Cartier creations that become icons in the world of luxury.

We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Quite simply, Cartier is a place like no other. Welcome to our Maison!

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

• Initial screening call with Richemont Talent Team
• Interview with the Hiring Manager
• Interview with the HR Manager