Cartier Brand Ambassador

Cartier, a distinguished name in the luxury fashion domain, operates under the esteemed Richemont Group, a conglomerate renowned for its portfolio of leading luxury brands. As an employer, Cartier is committed to excellence, offering its employees a dynamic environment that fosters growth and innovation in the luxury sector.

1. Deliver exceptional luxury customer service experiences while meeting or exceeding KPIs and SLAs.
2. Manage inbound client communications across various channels, ensuring timely and professional engagement.
3. Guide clients in selecting products by providing expert advice on product details, sizing, personalization, and delivery.
4. Oversee client-facing order follow-up, including fraud review, stock updates, and return processing.
5. Support end-to-end client services for repairs and services, providing updates and service value explanations.
6. Accurately capture client data for relationship building and follow-up.
7. Cultivate client relationships through exceptional service and Maison-specific initiatives.
8. Collaborate with management to develop client and prospect development plans.
9. Resolve client challenges and objections, aiming for first-call resolution.
10. Assist with special projects related to tool requirements and testing activities.
11. Support Cartier boutique network by handling increased phone volume and special event closures.
12. Provide recommendations for exceptional client experiences in physical spaces.
13. Share business-related knowledge with clients and team, and communicate feedback to leadership.
14. Participate in brand and team trainings related to Maison history and customer service practices.
15. Host shadow sessions for knowledge sharing with new peers.
16. Engage in weekly coaching sessions for personal development and KPI review.
17. Participate in specialized trainings with industry-leading organizations.

1. 3+ years in contact centers, customer service, retail, or equivalent experience.
2. Experience in eCommerce or luxury retail preferred.
3. High level of maturity, poise, and business judgment.
4. Ability to absorb extensive brand and product information quickly.

1. Technical agility with multiple computer applications and systems.
2. Proficiency in Microsoft Office suite.
3. Experience with Salesforce, Vonage, Medallia, or similar tools.
4. Knowledge of SAP and social media experience is a plus.
5. Comfort with virtual and video-based client interactions.
6. Cultural intelligence and multilingual abilities are advantageous.
7. Knowledge of high-end jewelry, timepieces, and gemstones.

A minimum of three years in contact centers, customer service, or retail, with a preference for experience in luxury sectors.

College or technical degree preferred, but not required.

Richemont offers a comprehensive benefits program, including medical, dental, and vision coverage, health savings accounts, life insurance, disability benefits, and a 401(k) with employer match. Employees enjoy paid time off, wellness reimbursements, and access to an employee assistance program. Volunteer days off are provided to encourage community involvement.

Cartier, as part of the Richemont Group, fosters a culture of excellence and innovation. The company values employee well-being and promotes a supportive environment that encourages professional growth and community engagement.