SummaryAs a CRC Brand Ambassador, you will be responsible for delivering exceptional luxury customer service experiences while meeting key performance indicators and service level agreements. This fully remote role requires a high level of maturity and business judgment to work with luxury clients.
Responsibilities- Support inbound client communication channels including phone calls, emails, chat, SMS, and social media interactions.
- Guide clients in selecting products by providing expert advice on product details, sizing, personalization, and delivery.
- Manage client-facing order follow-up, including fraud review, stock updates, and return processing.
- Provide end-to-end support for repairs and services, including updates on repair status and cost estimates.
- Capture client data for follow-up and relationship building.
- 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.
- Support the Cartier boutique network by handling increased phone volume and special event closures.
- Act as a referent for exceptional client experiences in physical spaces.
- Participate in team and brand trainings related to Maison history and customer service practices.
- Host shadow sessions and participate in coaching sessions for personal development.
Requirements- 3+ years in contact centers, customer service, or retail.
- 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.
- Organized, efficient, and self-sufficient with a proactive and positive attitude.
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