Seasonal CRC Brand Ambassador (Fully Remote)

Role Overview

The Brand Ambassador at the Cartier Client Relations Center is responsible for delivering an exceptional, luxury customer service experience while also meeting or exceeding KPIs, SLAs, and other objectives.

Responsibilities

• CLIENT SUPPORT & BUSINESS DEVELOPMENT
• Support inbound client communication channels (phone calls, emails, chat, SMS, and social media interactions) in a timely, professional, and engaging manner while meeting the expectations of the clients’ experience and SLAs in each interaction.
• Guide clients to select the best creation that suits their personal or occasion needs by presenting expert advice related to product details, sizing recommendations, personalization options, warranties, care service recommendations, and/or delivery details.
• Responsible for all client-facing order follow-up related to CRC and .com orders (fraud review communication, stock and shipping delay updates, Malca/high value delivery scheduling, return and exchange processing and decisions.
• Responsible for end-to-end client support of all repairs and services shipped directly to any of our three workshops in North America, including updates on the status of repairs, explaining the value of service via cost estimates, service diagnosis, and completion timelines.
• Consistently and accurately capture client data for follow-up and relationship building, effectively utilizing our available tools.
• Cultivate new and existing client relationships through exceptional customer service and other Maison-specific initiatives, such as building an individual list of loyal clients, deploying thoughtful gestures, and arranging special experiences.
• Partner with Management and Client Engagement leaders to develop a development plan for their clients and prospects.
• Negotiate and handle objections with ease; adapt approach according to the client needs and motivations as well as appropriately resolve client challenges and concerns; aiming for “first call resolution.”
• Assist with special projects as needed, linked to contributing to new tool requirements, testing activities, and roll-out support.
• NETWORK SUPPORT & PARTNERSHIP
• Attempt to resolve any client challenges that reach the CRC about partner boutiques or Retail Partners via phone, email, chat, or social platform. Collect concise information from the client and immediately pass along related feedback and open questions to Retail Leadership for support resolution.
• Support the Cartier boutique network by handling phone volume due to increased volume, special event closure, renovations, and/or unplanned emergency closures.
• Act as a referent and provide recommendations for an exceptional client experience in our physical spaces linked to onsite services, unique events, and special activations.
• PERSONAL & TEAM DEVELOPMENT

• • Seek out internal and external business-related knowledge and proactively share with clients and the larger team. Communicate feedback and new ideas from your day-to day and proactively share with leadership.
  • Participate in team and brand trainings related to Maison history, product, and best-in-class customer service practices.
  • Host shadow sessions to share knowledge and demonstrate day-to-day with new peers and virtual visitors.
  • Actively participate in weekly 1-1 coaching sessions with leadership around personal development, KPI standings, and Client Experience Barometer feedback points.
  • When applicable, participate in specialized trainings for industry-leading organizations such as HJ, GIA, FHH, etc.

Qualifications

• Education
• College or technical degree preferred, but not required
• Required Experience
• 3+ years in contact centers, customer service, retail, or equivalent combination of education and experience
• 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 brand’s history, product offerings, and communications/advertising program
• Must work in a dedicated, private, and safe room where no other individual is present; must have a private WiFi connection to ensure client, brand, and individual security
• Technology

• Confidence and technical agility to learn and use multiple computer applications and systems; ability to type and move swiftly on a daily basis between all tools.
• Strong proficiency with computers and Microsoft Office suite
• Experience using Salesforce, Vonage, Medallia, or other comparable communication management tools is a plus

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

• Personal Skills
• Schedule
• Flexibility and availability to work within these hours of operation (EST): Monday through Friday (9am-9pm), Saturday (10am-9pm) and Sunday (10am-8pm)
• Flexibility to work extended holiday hours
• Excellent verbal and written communication skills
• Client- and team-focused
• A passion to assist clients, internal partners, and developing teams
• Developing, promoting, and communicating empathy for clients and partners
• Ability to handle highly sensitive clients and 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; a true team player

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer – United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.