Montblanc Customer Service Ambassador

São Paulo • Brazil

Wednesday, March 26, 2025

Montblanc, a distinguished name in the luxury goods sector, is renowned for its craftsmanship and timeless elegance. As part of the Richemont Group, Montblanc offers a dynamic and inclusive work environment that fosters innovation and excellence. The brand is committed to providing unparalleled customer experiences and is seeking individuals who share this passion.

1. Ensure exceptional customer experiences across all channels, addressing inquiries related to orders, returns, cancellations, and claims.
2. Customize 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. Efficiently and professionally resolve issues while 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. Resolve issues such as shipping blocks, fraud concerns, and stock availability.
9. Assist with 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 after-sales 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. Excellent written and verbal communication skills, with native proficiency in Brazilian Portuguese and intermediate proficiency in Spanish.
4. Familiarity with VTEX is a plus.
5. Enthusiasm for the luxury brand market.
6. Interpersonal skills to handle demanding clients with elegance.
7. Ability to quickly learn and navigate multiple systems.

Over 3 years of customer service experience in the Brazilian market, e-commerce, or boutique sales, preferably within the luxury sector.

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

Montblanc offers a comprehensive benefits package, including opportunities for professional development and advancement within the luxury sector.

Montblanc fosters a culture of innovation, inclusivity, and excellence. Employees are encouraged to express their creativity and contribute to the brand's legacy of luxury and craftsmanship.