Reference code: JR135187
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.
The Brand Ambassador at the Client Relations Center is responsible for delivering an exceptional service experience to all internal and external customers. This position will provide information via phone, email, and chat. The ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for the brand(s) they support during every interaction.
Key Responsibility 1: Handle inbound calls; greet all customers in a timely, professional and engaging manner.
Provide elegant written responses to customers’ inquiries via email, social media and other channels, while meeting our service expectations in each conversation.
Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario.
Assisted sales: orders initiated by phone and/or website; this will involve a great deal of data entry and knowledge of the collections and use of storytelling trainings
Key Responsibility 2: Initiate proactive outbound calls to clients for clienteling, celebrating milestones, communicating product launches, and providing service updates, with the goal of strengthening client relationships and enhancing their overall experience.
Key Responsibility 3: Consistently seek new product knowledge to act as an expert for the maison. Apply Maison storytelling and product expertise to make contextual, value‑adding recommendations.
Key Responsibility 4: Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales. Drive tasteful cross‑sell/up‑selling. Maintain composure through high volume or complex problems; escalate cases thoughtfully and with precision.
Key Responsibility 5: Answer a wide variety of customer inquiries, as well as guide clients through repairs, status of repairs, timelines, estimates, returns/exchanges, and service policy clarifications; set clear expectations and follow through.
Education:
- Bachelor’s degree preferred but not required, especially in Fashion, Retail or related field
Required Experience:
- 3+ years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
Technical Skills/Abilities:
- Professional Experience & Industry Knowledge
- Experience in eCommerce, preferably within the luxury retail sector
- Knowledge and enthusiasm for the luxury market (fashion, jewelry, etc.)
- Ability to absorb extensive information about brand history, product offerings, and communications/advertising programs
- Technical Skills
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Teams, Outlook)
- SAP and/or Salesforce experience is a plus
- Strong computer literacy and technical agility to learn multiple systems and applications
- Ability to multitask across various tools and platforms
- Client Service & Professionalism
- High level of maturity, poise, sound business judgment, and strong change‑management skills when working with luxury and highly demanding clients
- Excellent verbal and written communication skills
- Strong understanding of formal and informal etiquette and culturally relevant manners
- Organized, efficient, and detail‑oriented in day‑to‑day operations
- Self‑sufficient, proactive, and positive attitude; strong team player
- Quick learner with the ability to adapt to new information and processes
- Scheduling & Availability
- Flexible availability to work Monday through Sunday, between 8am–9pm (hours subject to change)
- Availability to work all holidays
- Ability to travel as required
Personal Skills:
Bilingual ambassador: Spanish and English is a must. Portuguese is a plus
Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.
At Richemont, We Craft the Future!
*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
