MAIN PURPOSE:

The Client Service Associate is an Ambassador of the Maison and a member of a boutique team. He advises the clients and responds to clients requests while getting constantly their satisfaction and loyalty and meeting excellence service standards. He/she abides by the rules, policies and procedures of the Cartier after sales service. He/She knows the Luxury environment, the Brand, the collections.

KEY RESPONSIBILITIES

Maison Ambassador

• Upholds the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements
• Embodies the excellence of the service.
• Responsible for welcoming each client, offering a personal interaction.
• Complies with the high standards of Cartier sales and service.
• Respecting and applying the Cartier CS rules, process & policies of the Maison.
• Participates to boutique life and to team meetings.
• Implements Customer Service action plan provided by Retail Management.

Client Satisfaction and technical advisor

• Understand the client request and find proper solutions to satisfy their needs.
• Explain, in client friendly wording, technical explanations of service. Comfortable working through client objections to mandatory vs. optional services Ensures regular communication with boutique watchmaker and seamless process in place
• Strong knowledge of Cartier creations, solutions, and Service policies.
• Constantly deals with workshop coordinators in order to find solutions vs. customer issues
• Maintains a solid relationship with CS manager in Cartier office.

Monitoring clients files

• Monitors the CS files and sales accessories linked with service.
• Understands clearly the daily reporting and importance of respecting timeframes to contact clients.
• Knows the repair flow : clients and creation data registration, estimates communication and approval, follow up, billing, stock process, money collection.
• Files, organises and maintains all documents related to Sales, Stock, Transfers, repairs & other boutique documents.

Ensure the follow up of the main indicators linked to after-sales service

• Ensures proper client data capturing.
• Enhances customer satisfaction by informing the clients, minimising delay, and reducing complaints.
• Contributes to after sales turnover in reducing return unrepaired rate, discounts and gratuities.

Sales

• Sale of service
• Applies client experience guidelines and technical expertise to advice clients on suggested service and product sales.

Stock Management

• Stock follow-up & inventories (ROs , spare parts, leather strap, etc.)
• Assist with maintenance of vault, filing, inventory, and general organisation of supplies.

JOB PROFILE

Education:

• College degree preferred

Required Experience:

• 2 to 5 years of relevant experience
• General product knowledge / interest.
• Available to work on a temporary contract.

Technical Skills:

• Ability to work in a fast-paced environment
• Computer and internet Savvy
• MS Office experience required, SAP knowledge preferred

Personal Skills/Abilities:

• Additional language skills are a plus
• Excellent interpersonal and communication skills are required
• Strong understanding of Customer Service needs and Customer (internal and external) priorities
• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision
• Being a genuine Maison Ambassador
• Uphold Cartier image by maintaining professional demeanour at all times and be an Ambassador for the Brand.
• Self-Starter with Team-Player approach.

CARTIER COMMITMENTS AREAS

Women’s Pavilion in collaboration with Expo 2020
By celebrating women change-makers, Expo 2020 and Cartier express a common conviction that the SDGs cannot be achieved without gender equality and women’s empowerment.

Cartier For Nature
Our objective is to further protect global biodiversity and encourage positive change.

Cartier Women's Initiative (CWI)
Shine a light on women impact entrepreneurs.

Cartier Philanthropy
Effective philanthropy with a durable social impact

Collection Cartier
To transmit Cartiers’ past and living heritage to future generations to understand the history of Cartier, diversity of styles and areas of creation.

Fondation Cartier pour l'Art Contemporain
Promote contemporary creation through a program of temporary exhibitions and multidisciplinary events (concerts, performances, conferences, etc.)

CSR + Diversity & Inclusion topics

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 7,500+ colleagues of 90 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.

Additional Requirements

• 2 to 5 years of relevant experience
• SAP knowledge preferred
• Excellent interpersonal and communication skills