About this role
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.
Key Responsibility 1 : 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, 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
Key Responsibility 2: 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.
Key Responsibility 3: Consistently seek new product knowledge to act as an expert for the maison.
Key Responsibility 4: Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales
Key Responsibility 5: Answer a wide variety of customer inquiries, including where to send items for repair, status of repairs, cost estimates, service diagnosis, and timelines
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:
- Experience in eCommerce, especially in the luxury retail sector preferred
- Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Teams, Outlook)
- SAP knowledge a plus
- 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 within these hours of operation: Monday thru Friday (9am-9pm), Saturdays and Sundays (9am-6pm)
- Availability to work holidays
- Excellent verbal and written communication skills
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. Only candidates selected for further consideration will be contacted.
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