Montblanc Customer Service Ambassador

São Paulo • Brazil

Thursday, April 10, 2025

Montblanc, a prestigious 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, fostering innovation and excellence. The brand is committed to providing unparalleled customer experiences, making it a distinguished employer in the luxury industry.

1. Ensure exceptional customer experiences across all touchpoints, addressing inquiries related to orders, returns, cancellations, and claims.
2. Customize each customer's purchase 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. Mastery of multiple communication channels: phone, email, live chat, and WhatsApp.
3. Excellent written and verbal communication skills, with native-level 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 in the luxury sector.

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

Competitive benefits package, including opportunities for professional development and growth within the luxury sector.

Montblanc fosters a culture of innovation, excellence, and inclusivity, where employees are encouraged to bring their unique perspectives and skills to the table. The brand values craftsmanship and is committed to providing a supportive and dynamic work environment.