Luxury Brand Concierge & Client Relations Pro

Richemont; Miami (FL); On-site; USD 38,000 - 56,000; Full time

Benefits offered by this job

Benefits package

Job summary

Cartier North America is seeking a Brand Ambassador for the Client Relations Center to deliver an exceptional service experience via phone, email, and chat. The ideal candidate has luxury retail sales experience and outstanding customer service, with a passion for the Cartier brand.

Responsibilities include handling inbound calls, responding to inquiries, building relationships for first-call resolution, assisting with orders, and proactively engaging clients.

Qualifications

• 3+ years in contact center/customer service environment/retail or equivalent combination of education and experience
• Bachelor's degree preferred but not required, especially in Fashion, Retail or related field
• Experience in eCommerce, especially in the luxury retail sector preferred
• Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Teams, Outlook)
• Knowledgeable and active in Social Media channels (Facebook, Instragram, TikTok, etc.)
• Knowledge and enthusiasm for luxury brand market segment (fashion, jewelry, etc.)
• Must display a high level of maturity, poise, sound business judgement, and change management to work with luxury and exceptionally demanding clients
• Quick learning who can absorb extensive information on our brands' history, product offerings and communications/advertising program
• Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools
• Flexible and availability to work hours: Mon-Fri 9am-9pm, Sat-Sun 9am-6pm; holidays
• Availability to work holidays
• Excellent verbal and written communication skills

Responsibilities

• Handle inbound calls; greet all customers in a timely, professional and engaging manner
• Provide written responses to customers' inquiries via Email, social media and other channels
• 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; involves data entry and knowledge of the collections and use of storytelling trainings
• Initiate proactive outbound calls to clients for clienteling, milestones, product launches, and service updates
• Consistently seek new product knowledge to act as an expert for the maison
• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales
• Answer a wide variety of customer inquiries, including repair submissions, status, estimates, service diagnosis, and timelines

Skills

Customer service

Luxury retail experience

Microsoft Office

Social media knowledge

Bilingual Spanish/English

Education

Bachelor's degree in Fashion/Retail or related field

Tools

SAP

Job description

Cartier North America is seeking a Brand Ambassador for the Client Relations Center to deliver an exceptional service experience via phone, email, and chat. The ideal candidate has luxury retail sales experience and outstanding customer service, with a passion for the Cartier brand.

Responsibilities include handling inbound calls, responding to inquiries, building relationships for first-call resolution, assisting with orders, and proactively engaging clients.