Call Center Representative - Luxury Jewelry

Adecco Portugal; Fort Lauderdale (FL); Hybrid; USD 25,000 - 39,000; Full time

Job summary

Adecco Creative & Marketing is seeking a polished Brand Ambassador to support Cartier clients in a high-touch environment. You will handle inquiries across phone, email, chat, SMS, and social media, offering personalized product guidance and service throughout the order lifecycle.

Based in the Miami area, you may occasionally visit the office. The role emphasizes client experience, relationship building, and achieving KPIs within a luxury retail context.

Qualifications

• 3+ years in customer service, contact centers, retail or luxury retail.
• Experience in luxury retail and/or ecommerce is strongly preferred.
• Excellent verbal and written communication; professional demeanor.

Responsibilities

• Deliver luxury client experience across multiple channels (phone, email, chat, SMS, social).
• Provide personalized product guidance and assist with orders and services.
• Resolve client concerns with first-contact resolution when possible.
• Capture client information using CRM tools and maintain relationships.
• Work toward KPIs, SLAs, and client experience goals.

Skills

3+ years experience

Customer service

Luxury retail

Relationship building

Communication skills

Education

College or technical degree preferred

Tools

Salesforce

Vonage

Medallia

SAP

Job description

Adecco Creative & Marketing is looking for a polished, client-focused Brand Ambassador to support our clients Client Relations Center. This role is ideal for someone who thrives in a high-touch customer service environment and is passionate about luxury, relationship building, and creating memorable client experiences.

As a Brand Ambassador, you will serve as a key point of contact for Cartier clients across phone, email, chat, SMS, and social media. You’ll provide personalized product guidance, assist with purchases and services, resolve client concerns, and build lasting relationships, all while meeting established KPIs and service-level expectations.

While this role is mostly remote you must be located in the Miami area there may be occasions where you will need to go into the office.

What You’ll Do

• Deliver an exceptional luxury client experience across phone, email, chat, SMS, and social media.
• Provide personalized recommendations based on client needs, occasions, preferences, sizing, personalization options, product care, warranties, and delivery.
• Support clients throughout the full order lifecycle, including order updates, shipping delays, high-value deliveries, returns, and exchanges.
• Assist clients with repairs and services, providing updates on service status, estimates, recommendations, and completion timelines.
• Build and maintain meaningful relationships with new and existing clients through thoughtful follow-up and personalized service.
• Accurately capture client information and interactions using available CRM and client management tools.
• Handle client concerns with professionalism, empathy, and discretion, with a focus on first-contact resolution whenever possible.
• Partner with Cartier boutiques and retail teams to help resolve client inquiries and support elevated service experiences.
• Participate in ongoing product, brand, customer service, and professional development training.
• Consistently work toward individual and team KPIs, SLAs, and client experience goals.

What We’re Looking For

• 3+ years of experience in customer service, contact centers, retail, hospitality, luxury retail, or a related client-facing environment.
• Experience in luxury retail and/or eCommerce is strongly preferred.
• Exceptional verbal and written communication skills.
• Polished, professional, and comfortable assisting discerning and high-touch clientele.
• Strong ability to build relationships, understand client needs, handle objections, and resolve sensitive situations.
• Highly organized, proactive, self-sufficient, and comfortable working in a fast-paced environment.
• Strong computer skills and proficiency with Microsoft Office.
• Ability to quickly learn and navigate multiple systems throughout the day.
• Experience with Salesforce, Vonage, Medallia, SAP, or similar platforms is a plus.
• Knowledge of fine jewelry, watches, fragrances, gemstones, or luxury products is a plus.
• Additional language skills are a plus.
• College or technical degree preferred, but not required.

Schedule & Remote Work Requirements

Candidates must have flexibility to work within the following hours of operation:

• Monday–Friday: 9:00 AM–9:00 PM ET
• Saturday: 10:00 AM–9:00 PM ET
• Sunday: 10:00 AM–8:00 PM ET
• Additional flexibility may be required during peak holiday periods.

For remote work, candidates must have a dedicated, private workspace and private Wi-Fi connection to maintain client and brand confidentiality.