Client Service Associate - Sloane Street

London, LND, GB

Permanent

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison's heritage by pushing the boundaries of creativity.

HOW WILL YOU MAKE AN IMPACT?

Your mission is to provide outstanding after-sales service to Cartier clients, ensuring their satisfaction and upholding the Maison's reputation for excellence. You will be the primary point of contact for clients seeking assistance with their Cartier creations, providing expert advice and guidance throughout the service process.

WHAT WILL BE YOUR MISSION?

Client Satisfaction & Technical Advisor

• Understands the client request and identifies appropriate solutions to satisfy their needs
• Explains, in client-friendly language, technical explanations of services. Comfortable working through client objections and escalations as necessary to determine client centric solutions
• Communicates regularly with boutique and wider market stakeholders to enables a seamless process
• Develops a strong knowledge of Cartier creations, Care Service processes and service policies.
• Maintains a solid relationship with Client Team in Cartier UK Head Office

Monitoring Client Orders

• Manage Client Service orders, ensuring proactive communication and seamless service delivery
• Daily reporting and monitoring of timeframes to contact clients
• Ensure attention to detail throughout the repair flow; clients and creation data registration, communication and approval, follow up, billing etc.
• Ensure follow up of the main indicators and feedback linked to Care Service to enhances customer satisfaction
• Contributes to after sales turnover in reducing return-unrepaired rate, discounts and gratuities
• Identify appropriate service recommendations for each client
• Apply client experience guidelines and technical expertise to advise clients on suggested service and product sales
• Recognise potential conversion opportunities to enhance client interaction
• Embody exceptional customer service
• Responsible for welcoming each client, offering a personalized interaction as per client preferences
• Comply with the high standards of Cartier sales and service while respecting Cartier Client Service rules, processes & policies of the Maison
• Participate in team meetings as required to support boutique strategies and to foster continuous improvement
• Implement Client Service action plan provided by Boutique Management

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Experience in client service (within the luxury industry is preferred)
• Strong knowledge of Cartier products and services, sales abilities (Experience in watchmaking and jewellery is highly appreciated)
• Excellent communication and interpersonal skills
• Ability to manage stress and confidentiality
• Adaptable to changing priorities
• Great attention to detail
• Strong organizational and time management skills
• Excellent IT skills (Word, Excel, Outlook, and PowerPoint).
• Fluent in English. (additional language skills are a plus)

WHAT DO WE OFFER?

At Cartier, we are proud to employ talents from diverse backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

WHO ARE WE?

As a place where singularity thrives together, we value the uniqueness of our people, and we see the results of what we do because we are on the journey together. We recognize the richness diversity brings and we embrace a workplace where those differences can be leveraged.

We offer exciting opportunities to gain experience professionally and personally in a supportive environment which in turn inspires the Cartier creations that become icons in the world of luxury.

We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Quite simply, Cartier is a place like no other. Welcome to our Maison!

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

• Initial screening call with Richemont Talent Team

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.