Cartier Client Relations Center Team Lead

Seoul • South Korea

Friday, May 9, 2025

Cartier, a prestigious name in the realm of luxury goods, is renowned for its exquisite craftsmanship and timeless elegance. As part of the Richemont Group, Cartier offers a dynamic and sophisticated work environment that fosters innovation and excellence. The brand is committed to delivering unparalleled customer experiences and upholding the highest standards of luxury and service.

1. Deliver exceptional email and phone services to internal and external clients, providing first-level escalation support for Ambassadors.
2. Maintain active communication with the e-commerce team regarding client inquiries, policies, and procedures.
3. Respond to customer inquiries via telephone, live chat, email, and social media regarding product orders, shipping, payment, and related issues.
4. Provide product recommendations and technical support to customers.
5. Manage customer complaints and escalations, ensuring customer satisfaction through appropriate solutions.
6. Achieve sales goals and meet or exceed customer satisfaction metrics.
7. Collaborate with the e-commerce team to optimize the digital customer experience.
8. Provide accurate repair quotations in a luxurious manner reflecting the Cartier brand.
9. Collaborate with the Technical Center to provide well-explained repair information.
10. Follow up on after-sales service orders to ensure customer satisfaction and prompt issue resolution.
11. Identify process improvement opportunities in repair and quotation management.
12. Conduct clienteling outbound calls in accordance with internal processes.
13. Support project initiatives and testing as needed.
14. Create a positive work environment and maintain healthy team dynamics.
15. Lead, manage, motivate, and evaluate the performance of Ambassadors.
16. Assign workloads and set goals for Ambassadors.
17. Handle escalated complaints as necessary.
18. Recognize and celebrate team achievements and organize team meetings.
19. Monitor the quality of customer interactions across all channels.
20. Track KPIs, prepare reports, analyze results, and establish action plans for improvement.
21. Develop Ambassadors and ensure team members receive necessary training.

1. 4 years of experience in a team leader role within an international customer service environment and over 7 years of total work experience.
2. Significant experience in customer service, retail sales, or call center/e-commerce activities.
3. Experience with SAP and Salesforce preferred.
4. Proficiency in Excel and PowerPoint.

1. Excellent organizational and people management skills.
2. Strong interpersonal and communication abilities.
3. High level of integrity and trustworthiness.
4. Business-minded with a strong customer service focus.
5. Innovative problem-solving skills with a passion for improving team performance and service operations.

4 years in a team leader role in an international customer service environment and over 7 years of total work experience.

Professional degree or equivalent experience in a related field.

Full-time employment with opportunities for career advancement within a prestigious luxury brand.

Cartier fosters a culture of excellence and innovation, where employees are encouraged to contribute to the brand's legacy of luxury and sophistication. The work environment is collaborative and dynamic, promoting personal growth and professional development.