Montblanc Customer Service Ambassador

São Paulo • Brazil

Tuesday, July 8, 2025

Montblanc, a distinguished entity within the luxury goods sector, is renowned for its exquisite craftsmanship and timeless elegance. As part of the Richemont Group, Montblanc offers an unparalleled work environment that fosters innovation and excellence, attracting individuals who are passionate about luxury and quality.

1. Ensure exceptional customer experiences across all touchpoints, addressing inquiries related to orders, returns, cancellations, and claims.
2. Customize each customer's purchasing journey to meet or exceed monthly performance and revenue targets (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 work with internal departments to ensure seamless order processing.
8. Resolve 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 meet post-sale needs.
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 mandatory.
2. Native proficiency in Portuguese.
3. Proficiency in Spanish and English.

1. Proficiency in Microsoft Office, SAP, Salesforce, and other customer service tools.
2. Expertise in 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 elegantly handle demanding clients.
7. Ability to quickly learn and navigate multiple systems.

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

University degree or technical diploma is highly recommended but not mandatory.

Montblanc offers a comprehensive benefits package, including opportunities for professional growth within the prestigious Richemont Group.

Montblanc's workplace culture is defined by a commitment to excellence, innovation, and the celebration of craftsmanship. Employees are encouraged to cultivate their passion for luxury and quality, contributing to a collaborative and dynamic environment.