Cartier Brand Ambassador

Cartier, a distinguished member of the Richemont group, is renowned for its exquisite craftsmanship and timeless luxury products. As a leader in the high-end jewelry and watchmaking industry, Cartier offers a dynamic and sophisticated work environment that fosters creativity and excellence. The Richemont group, a conglomerate of luxury brands, provides a robust support system and a wealth of resources to its employees, ensuring a rewarding career path.

1. Deliver exceptional luxury customer service while meeting or exceeding KPIs, SLAs, and other objectives.
2. Support inbound client communication channels, including phone, email, chat, SMS, and social media, ensuring timely and professional interactions.
3. Guide clients in selecting products that meet their needs by providing expert advice on product details, sizing, personalization, warranties, care services, and delivery.
4. Manage client-facing order follow-up, including fraud review communication, stock and shipping updates, and return and exchange processing.
5. Provide end-to-end support for repairs and services shipped to workshops, including status updates and service explanations.
6. Capture client data accurately for follow-up and relationship building, utilizing available tools effectively.
7. Cultivate client relationships through exceptional service and Maison-specific initiatives.
8. Collaborate with management and client engagement leaders 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 new tool requirements and roll-out support.
11. Resolve client challenges related to partner boutiques or retail partners, escalating issues to Retail Leadership as needed.
12. Support the Cartier boutique network during increased phone volume or closures.
13. Provide recommendations for exceptional client experiences in physical spaces linked to onsite services and events.
14. Seek and share business-related knowledge with clients and the team.
15. Participate in team and brand trainings related to Maison history and customer service practices.
16. Host shadow sessions for new peers and virtual visitors.
17. Engage in weekly coaching sessions for personal development and KPI review.
18. 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 sector preferred.

1. High level of maturity, poise, and sound business judgment.
2. Ability to absorb extensive information on brand history and products.
3. Proficiency with computers and Microsoft Office suite.
4. Experience with Salesforce, Vonage, Medallia, or similar tools is a plus.
5. Knowledge of SAP and social media experience is advantageous.
6. Comfort with virtual and video-based client interactions.
7. Cultural intelligence and multilingual abilities are a plus.
8. Knowledge of high-end jewelry, timepieces, and gemstones.

3+ years in contact centers, customer service, retail, or equivalent combination of education and experience.

College or technical degree preferred, but not required.

Expected Salary Range: $25/hr. Salary will be determined based on relevant skills and experience.

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. Additional benefits include paid time off, wellness reimbursement, and access to an employee assistance program. Employees are encouraged to participate in community initiatives with volunteer days off.

Cartier, as part of the Richemont group, fosters a culture of excellence, creativity, and luxury. The company values employee well-being and offers a supportive environment that encourages personal and professional growth. With a commitment to work-life balance and community involvement, Cartier provides a rewarding and enriching workplace experience.