Mission

The Brand Ambassador Team Lead at the Cartier Client Relations Center is responsible for delivering an exceptional email and phone service experience to all internal and external customers, in addition to providing first-level escalation support for Ambassadors related to clients, policies, and procedures.

This position will be located in a best in class, state of the art, multi-channel customer care environment.

Key Responsibilities

Daily Contact Center Operations:

• Handle inbound calls; greet all customers in a timely, professional and engaging manner.
• Provide written responses to customers’ inquiries via Email, meeting our service expectations in each conversation.
• Process merchandise orders initiated by phone and/or website; this will involve a great deal of data entry
• Answer a wide variety of customer inquiries, including where to send items for repair, status of repairs, cost estimates, service diagnosis, and timelines
• Assist with special projects, as needed (i.e. initiatives supporting boutique network, outbound clienteling initiatives, etc.)
• Monitor and assess live customer interactions
• Acting as a point for management communication, providing feedback on policies and procedures
• Daily monitoring of Maison inboxes
• Key holder for contact center facility with opening/closing responsibilities
• Motivate through positive communication, feedback, and goal setting

Client Relationship Management:

• Consistently seek new product knowledge to act as an expert for the Maison
• Cultivate new and existing client relationships through exceptional service and other Maison-specific Crm initiatives, partnering with Management to develop a plan for their clients and prospects
• Consistently and accurately capture client data for follow-up and relationship building, effectively utilizing the tools that are available
• Appropriately resolve client issues/concerns through first call resolution and escalate as needed to Management
• Lead by example during all client phone/email interactions
• Tier one on client escalations
• Ensure Brand Ambassadors “open the door” for sales including incentives of contests, awards, and themes in an effort to reach sales targets

Engagement:

• Coach and share knowledge of relevant Maison products, tools, services, procedures & It programs
• Maintenance of informational tools that support call center operations, including data drives, procedure guides, and other reference materials
• Share updates and monitor use of information for new product and process launches
• Demonstrate a high level of ethical standard; setting an example of commitment while accepting responsibility for actions and results
• Support Management team in creating an inspiring, positive, inclusive team environment which builds morale, motivates, and instills confidence
• Share success stories with Brand Ambassadors on a regular basis
• Partner with Manager and Assistant manager to identify training opportunities and initiate team recognition

Job Profile

Education:

• College or technical degree preferred, but not required

Required Experience:

• At least 1 year of supervisory experience or directly relevant similar managerial experiences
• 3+ years in contact centers, customer service, retail, or equivalent combination of education and experience
• Knowledge of Richemont Group creations, culture, policy and procedure

Technical Skills / Abilities:

• Experience in eCommerce, luxury retail sector preferred
• Must display a high level of maturity, poise, and sound business judgement to work with luxury and exceptionally demanding clients
• Ability to quickly absorb extensive information on our brands’ history, product offerings and communications/advertising program
• Technology
  • Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools.
  • Proficiency with Microsoft Office
  • Experience using Brightware, Liveperson, Salesforce, or other comparable email and chat management tools a plus

• Additional preferred abilities include…
  • Sap knowledge
  • Social media experience
  • Comfort with virtual and video-based client interactions and sales
  • Cultural intelligence and languages a plus
  • Knowledge of high-end jewelry, timepieces, and gemstones

• Schedule
  • Flexible and availability to work within these hours of operation: Monday thru Friday (9am-9pm), Saturdays and Sundays (9am-6pm)
  • Flexibility to work holidays

Personal Skills:

• Excellent verbal and written communication skills
• Client-focused
  • A passion to assist, whether with clients, internal partners, developing teams
  • Developing, promoting, and communicating empathy for clients and partners
  • Ability to handle highly sensitive clients and situations
  • Excellent Customer service skills, with tenured approach on escalations and handling challenging situations
  • Strong understanding of formal and informal etiquette and manners

• Organized and efficient for day-to-day operations
• Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player