CRC Brand Ambassador

US04 Richemont North America, Inc.; Coral Gables (FL); Sur place; USD 50 000 - 70 000; Plein temps

Avantages offerts par ce poste

Benefits package

Résumé du poste

Cartier North America is seeking a Brand Ambassador at the Client Relations Center to deliver exceptional service via phone, email, and chat. The role emphasizes luxury retail experience, strong product knowledge, and confident clienteling to strengthen relationships and drive sales.

The candidate should be fluent in English with Spanish as a strong plus, demonstrate sophisticated communication, and possess the ability to represent the Maison's heritage across channels and touchpoints.

Qualifications

• 3+ years in contact center, customer service, or luxury retail environment.
• Fluent in English; bilingual Spanish is required.
• Ability to convey enthusiasm and brand storytelling in every interaction.
• Strong written and verbal communication; culturally aware etiquette.

Responsabilités

• Handle inbound calls and greet customers professionally; respond via email, social channels, and chat.
• Initiate proactive clienteling calls for milestones, launches, and service updates.
• Provide expert product knowledge and Maison storytelling to make contextual recommendations.
• Close sales through effective negotiation and upsell while maintaining high service standards.
• Guide clients on repairs, timelines, estimates, returns, and service policies.

Connaissances

Bilingual: Spanish & English

Luxury retail experience

Customer service excellence

Product knowledge of luxury brands

MS Office Suite

SAP experience

Salesforce experience

Formation

Bachelor's degree preferred in Fashion or related field

Outils

MS Office

SAP

Salesforce

Description du poste

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity. At Cartier North America, we are proud to employ talent from many different 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.

The Brand Ambassador at the Client Relations Center is responsible for delivering an exceptional service experience to all internal and external customers. This position will provide information via phone, email, and chat. The ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for the brand(s) they support during every interaction.

• Handle inbound calls; greet all customers in a timely, professional and engaging manner. Provide elegant written responses to customers’ inquiries via email, social media and other channels, while meeting our service expectations in each conversation. Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario. Assisted sales: orders initiated by phone and/or website; this will involve a great deal of data entry and knowledge of the collections and use of storytelling trainings
• Initiate proactive outbound calls to clients for clienteling, celebrating milestones, communicating product launches, and providing service updates, with the goal of strengthening client relationships and enhancing their overall experience.
• Consistently seek new product knowledge to act as an expert for the maison. Apply Maison storytelling and product expertise to make contextual, value-adding recommendations.
• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales. Drive tasteful cross-sell/up-selling. Maintain composure through high volume or complex problems; escalated cases thoughtfully and with precision.
• Answer a wide variety of customer inquiries, as well as guide clients through repairs, status of repairs, timelines, estimates, returns/exchanges, and service policy clarifications; set clear expectations and follow through.

Education

Bachelor’s degree preferred but not required, especially in Fashion, Retail or related field

Required Experience

3+ years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

Technical Skills/Abilities

Professional Experience & Industry Knowledge Experience in eCommerce, preferably within the luxury retail sector Knowledge and enthusiasm for the luxury market (fashion, jewelry, etc.) Ability to absorb extensive information about brand history, product offerings, and communications/advertising programs Technical Skills Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Teams, Outlook) SAP and/or Salesforce experience is a plus Strong computer literacy and technical agility to learn multiple systems and applications Ability to multitask across various tools and platforms Client Service & Professionalism High level of maturity, poise, sound business judgment, and strong change-management skills when working with luxury and highly demanding clients Excellent verbal and written communication skills Strong understanding of formal and informal etiquette and culturally relevant manners Organized, efficient, and detail-oriented in day-to-day operations Self-sufficient, proactive, and positive attitude; strong team player Quick learner with the ability to adapt to new information and processes

Scheduling & Availability

Flexible availability to work Monday through Sunday, between 8am-9pm (hours subject to change) Availability to work all holidays Ability to travel as required

Personal Skills

Bilingual ambassador: Spanish and English is a must. Portuguese is a plus

Richemont offers a generous compensation and benefits package for eligible employees.

At Richemont, We Craft the Future! *This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer In our Group, you can start anywhere and go everywhere. Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons. We encourage our people to be curious, drive their own career, and dream big.