Client Service Associate - Jobsite Direct

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 aftersales 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 followup & 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 fastpaced 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.
• SelfStarter with TeamPlayer approach.

CARTIER COMMITMENTS AREAS

Womens Pavilion in collaboration with Expo 2020
By celebrating women changemakers Expo 2020 and Cartier express a common conviction that the SDGs cannot be achieved without gender equality and womens empowerment.

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

Cartier Womens 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 lArt 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 Mtiers from our boutiques to our workshops and corporate offices. Our 7500 colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence striving to continuously enrich our Maisons heritage by pushing the boundaries of creativity.

JOB REF: 46132