SummaryAs a Brand Ambassador at the Cartier Client Relations Center, you will deliver an exceptional luxury customer service experience while meeting or exceeding KPIs, SLAs, and other objectives. This fully remote position requires a high level of maturity, poise, and sound business judgment to work with luxury and demanding clients.
Responsibilities- Support inbound client communication channels, including phone calls, emails, chat, SMS, and social media interactions, in a timely and professional manner.
- Guide clients in selecting the best creation for their needs by providing expert advice on product details, sizing, personalization, warranties, and delivery.
- Manage client-facing order follow-up, including fraud review communication, stock and shipping updates, and return and exchange processing.
- Provide end-to-end client support for repairs and services shipped to workshops in North America.
- Capture client data for follow-up and relationship building using available tools.
- Cultivate client relationships through exceptional service and Maison-specific initiatives.
- Partner with management to develop client development plans.
- Resolve client challenges and concerns, aiming for first call resolution.
- Assist with special projects related to new tool requirements and testing activities.
- Support the Cartier boutique network by handling phone volume and providing recommendations for exceptional client experiences.
- Participate in team and brand trainings and host shadow sessions for new peers.
- Engage in weekly coaching sessions for personal development and KPI feedback.
Requirements- 3+ years in contact centers, customer service, retail, or equivalent experience.
- Experience in eCommerce or luxury retail preferred.
- Ability to work in a dedicated, private, and safe room with a private WiFi connection.
- Technical agility to learn and use multiple computer applications and systems.
- Proficiency with computers and Microsoft Office suite.
- Experience with Salesforce, Vonage, Medallia, or similar tools is a plus.
- Flexibility to work within specified hours of operation and extended holiday hours.
- Excellent verbal and written communication skills.
- Client- and team-focused with a passion for assisting clients and developing teams.
- Ability to handle highly sensitive clients and situations with empathy and understanding.
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