Cartier Quality & Operation Team Lead

Seoul • South Korea

Friday, May 9, 2025

Cartier, a distinguished name in the luxury goods sector, is part of the Richemont Group, a conglomerate renowned for its prestigious portfolio of luxury brands. As an employer, Cartier is committed to excellence, innovation, and the cultivation of talent, offering a dynamic environment where creativity and expertise are highly valued.

1. Monitor and enhance customer service interactions to improve customer experience and provide feedback.
2. Manage quality assurance evaluations, customer satisfaction metrics, and related KPIs.
3. Establish premium service standards reflecting brand values and develop corresponding training programs.
4. Continuously monitor and improve response handling speed and accuracy.
5. Collaborate with internal sales and service coach teams to conduct training and 1:1 coaching.
6. Analyze operational data to optimize processes and develop improvement strategies.
7. Coordinate with the e-commerce team to manage order, delivery, exchange, and refund processes.
8. Monitor SLA and KPI performance, analyze service outcomes, and implement improvements.
9. Develop and refine operational policies based on customer feedback.
10. Implement and train staff on HQ systems such as Looker, Salesforce, MyClient, and Live Chat.
11. Collaborate on cross-functional projects related to CRC operations.
12. Lead system testing and troubleshooting for new implementations and support internal teams.
13. Develop internal training programs to strengthen contact center staff capabilities.

1. Associate's degree or higher, or at least 2 years of QA-related work experience in a customer service environment.
2. Experience in customer service quality management, quality assessment, VOC analysis, improvement, and operation.
3. Data-driven operational optimization and problem-solving skills.
4. Proficiency in Excel and PowerPoint is essential.
5. SAP and Salesforce experience preferred.

1. Strong organizational and human resource management skills.
2. Excellent interpersonal and communication skills.
3. High levels of integrity and reliability.
4. Customer service-oriented business mindset.
5. Innovative problem-solving skills to improve team performance and overall service operations.

At least 2 years of QA-related work experience in a customer service environment.

Associate's degree or higher.

Full-time employment with opportunities for professional growth and development within a prestigious luxury brand.

Cartier fosters a culture of excellence and innovation, where employees are encouraged to develop their skills and contribute to the brand's legacy of luxury and quality. The work environment is dynamic, collaborative, and supportive, with a focus on maintaining the brand's esteemed reputation.