Montblanc Customer Service Ambassador

Mexico City • Mexico

Wednesday, March 26, 2025

Montblanc, a distinguished name in the luxury goods sector, is renowned for its exquisite craftsmanship and timeless elegance. As part of the Richemont Group, Montblanc offers a dynamic and innovative work environment, fostering growth and excellence in the luxury fashion industry.

1. Ensure exceptional customer experiences across all channels, addressing inquiries related to orders, returns, cancellations, and claims.
2. Personalize each customer's purchasing journey to meet or exceed monthly performance and revenue goals (KPIs).
3. Manage multiple communication channels, including phone, email, live chat, and WhatsApp.
4. Resolve issues efficiently and professionally, maintaining customer confidentiality and adhering to company policies.
5. Process merchandise returns and assist with shipping claims.
6. Collaborate with E-commerce and warehouse teams to track customer orders and capture data in the CRM.
7. Follow up on ongoing requests and collaborate with internal departments to ensure smooth order processing.
8. Address issues such as shipping blocks, fraud concerns, and stock availability.
9. Support sales during peak hours.
10. Collaborate with warehouse and sales teams to ensure product delivery and post-sale satisfaction.
11. Resolve escalated customer interactions related to post-sale service, providing product care advice.
12. Utilize CRM tools to manage customer cases and feedback.

1. University degree or technical diploma is highly recommended but not strictly required.

1. Proficiency in Microsoft Office, SAP, Salesforce, and other customer service tools.
2. Expertise in managing multiple communication channels: phone, email, live chat, and WhatsApp.
3. Proficiency in VTEX is a plus.
4. Enthusiasm for the luxury brand market.
5. Excellent written and verbal communication skills, with native-level proficiency in Spanish.
6. Interpersonal skills to elegantly handle demanding clients.
7. Ability to quickly learn and navigate multiple systems.

Over 3 years of experience in customer service, e-commerce, or boutique sales, preferably within Mexico's luxury sector. Experience in other Spanish-speaking markets is advantageous.

University degree or technical diploma is highly recommended but not strictly required.

Competitive benefits package including opportunities for professional growth within a leading luxury brand.

Montblanc fosters a culture of innovation and excellence, encouraging employees to thrive in a collaborative and dynamic environment. As part of the Richemont Group, Montblanc values creativity and craftsmanship, offering a supportive atmosphere for career development.