Cartier Customer Service Administrator

Cartier is a leading haute joaillerie and watchmaking maison within the Richemont group, renowned for craftsmanship, heritage and exceptional client service. As an employer, Cartier maintains rigorous standards of presentation, client care and professional development across its global retail and wholesale operations.

1. Act as first point of contact for client enquiries received via Selfridges, email and telephone, delivering attentive, brand‑appropriate responses and follow‑up.
2. Process orders, exchanges, repairs and returns accurately within CRM and store systems, ensuring compliance with luxury after‑sales procedures.
3. Maintain and update client records in the CRM, logging interactions, preferences and service history to support clienteling and future sales.
4. Coordinate closely with Selfridges store teams, in‑house workshops and Cartier after‑sales centres to manage case progress and resolution timelines.
5. Escalate complex service issues to senior client advisors or regional after‑sales managers and prepare clear case summaries and documentation.
6. Produce routine administrative reports and performance metrics (service turnaround, case volume), and support ad hoc data requests.
7. Support store initiatives and client events by preparing guest lists, appointment schedules and post‑event follow up communications.

1. Excellent verbal and written communication skills with a client‑centric manner appropriate for luxury retail.
2. High level of organisational precision and strong attention to detail when handling client records and transactional documentation.
3. Ability to manage multiple cases simultaneously and prioritise under pressure while maintaining service standards.
4. Discretion and professionalism when handling confidential client information and high‑value transactions.
5. Strong numerical literacy for processing orders, returns and reconciling documentation.
6. Flexible approach to working hours to align with Selfridges trading patterns and client appointments.

1. Microsoft Excel
2. Microsoft Outlook
3. Microsoft Word
4. Salesforce
5. Zendesk

1–3 years' experience in customer service or administrative roles, preferably within luxury retail, jewellery, watches or premium after‑sales environments.

Secondary education required; diploma or degree in business, hospitality, retail management or a related discipline is preferred.

Cartier fosters a culture rooted in heritage, meticulous craftsmanship and refined client service. The workplace emphasizes professional development, collaborative teamwork and the discretion expected in luxury retail environments.