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Care Service Communications Advisor

3 months ago

New York, New York, United States Richemont Full time
Care Service Communications Advisor - the Cartier 5th Avenue Mansion

New York, NY, US

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.

At Cartier North America, we are proud to employ talent from many different 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.

Job Mission

The Care Service Communications Advisor is responsible for delivering an exceptional service experience to all internal and external customers. This position will be on-site at the Mansion boutique responsibilities include maintaining and delivering communications to our clients specifically as it relates to their service journey. This individual will use multiple methods of communication to connect with our client regarding their creation or service orders.

Key Responsibilities

  • Responsible for delivering a warm and gracious welcome with each client while exhibiting Maison values and exceeding client experience expectations
  • Answer a wide variety of customer inquiries, including where to send items for repair, status of repairs, cost estimates, service diagnosis, and timelines
  • Meet and/or exceed service time limits and client expectations for Maison appropriate follow-up to service
  • Must understand the client's needs and identify and discuss appropriate solutions
  • Ability to communicate and respond to client's inquiry based on strong knowledge of technical explanations of service
  • Possess a strong understanding of Cartier Service Policies with the ability to execute/implement these policies to provide a Maison appropriate client experience
  • Uphold the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements.
  • Apply client experience guidelines and technical expertise to share recommendations with client about service and product sales (straps, links)
  • Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales
  • Ability to partner with Boutique colleagues on sales (accessories, watches and jewelry)
  • Handle inbound and outbound emails; greet all customers in a timely, professional and engaging manner.
  • Provide written responses to customers' inquiries via email, meeting our service expectations in each conversation.
  • Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario.
  • Process merchandise orders initiated by phone and/or email; this will involve a great deal of data entry
  • Consistently seek new product knowledge to act as an expert for Cartier.
  • Assist in follow up on all client special orders organizing and updating all orders related to the service team.

Technical Skills / Abilities

  • Experience in communicating with clients through remote channels, luxury retail sector preferred
  • Must display a high level of maturity, poise, and sound business judgement to work with luxury and exceptionally demanding clients
  • Ability to quickly absorb extensive information on our brands' history, product offerings and communications/advertising program
  • Technology
  • Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task daily between those tools.
  • Proficiency with Microsoft Office
  • Experience using Salesforce, Vonage, Medallia or other comparable communication management tools a plus
  • SAP knowledge
  • Comfort with virtual and video-based client interactions and services
  • Cultural intelligence and languages a plus
  • Knowledge of high-end jewelry, timepieces, and gemstones
  • Personal skills: Communication/ Influencing

Qualifications

  • The ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for Cartier.
  • 3+ years in luxury retail, customer service, contact centers or equivalent combination of education & experience

Education

College or technical degree preferred, but not required

*This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer

WE OFFER

We care about our associate's health and well-being and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions, including life insurance, disability benefits, and (k) with employer match. Understanding the importance of wellness and work-life balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future

Base salary: $ $29.00 per hour. Please note that salaries will be negotiated based on relevant skills and experience.

Learn more about life at Cartier

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.

Learn more about the Group Richemont