About
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.
1. Main Purpose
This is a position at Cartier's Client Relations Center (CRC) where you will act as a brand ambassador responding to inquiries about the brand, boutiques, products and services (including sales by phone). In particular, you will be responsible for handling all customer (B to C) inquiries related to repairs and after-sales service. Through various contact points such as phone (inbound/outbound), email, and quote guidance for shipped repairs, you will respond accurately to customer requests.
Because Cartier products are extremely intricate and require high expertise, repairs can take time, and responses must be attentive to customers' attachment to their pieces. This is an important role that involves working with boutique staff and technical departments, sincerely receiving customers' concerns and requests, and building deep trust in the brand through long-term after-sales service.
2. Key Responsibilities
Main duties
1. Shipped repair / after-sales inquiry handling & client support
•Multi-channel inquiry response: respond to inquiries about repairs, maintenance, and inspections mainly through phone (inbound/outbound) and email.
•Careful progress confirmation and regular customer contact following manuals and procedures: for complex repairs and long-term maintenance cases, provide timely and courteous status updates to give customers peace of mind.
•Handling sensitive requests: respond sincerely with high listening and empathy skills to customers' expectations, concerns, and complaints, leading to restored trust.
•Boutique support: indirectly support boutique operations by serving as the after-sales contact point in place of store staff.
2. Operations & system management
•Data management: accurately and promptly input and manage customer requests, response history, and repair reception information into designated systems and tools.
•Compliance with guidelines: strictly comply with all Cartier operating procedures, compliance, and service guidelines.
3. Expertise acquisition & team contribution
•Continuous learning: continuously acquire and update expert knowledge of Cartier products (watches, jewelry, leather goods, etc.), after-sales service, brand history and etiquette, and various systems and tools.
•Self-improvement: accept feedback from team leaders and trainers to improve response quality and professional skills.
•Team support: follow up and support new ambassadors during their training period.
Duties handled as needed / support duties
4. Product, order, and various service inquiry handling (as needed)
•Product/order inquiries: respond to general inquiries (by phone/email/chat, etc.) about product specifications, stock status, delivery dates, e-commerce order status, and shipping.
5. E-commerce sales support (as needed)
•Product guidance / online purchase procedure support: depending on workload and inquiry content, may provide product purchase consultation and sales support for e-commerce via phone/email/chat (in coordination with other team members).
•Contribution to service quality targets: recognize the CRC's overall service and sales targets and contribute as a team member.
3. Requirements & Competencies
Experience/background
•Experience in customer service at a call center or customer support is welcome
•Experience in retail sales or hospitality service (e.g., hotels) is welcome
•Strong interest in watches, jewelry, and luxury goods is welcome
•Customer service experience in luxury brands or high-end industries is a plus
Required skills/abilities
•High listening and empathy skills: dialogue skills that sense customers' feelings and background and provide reassurance
•Attentive listening and flexible response: ability to calmly and sincerely respond to sensitive complaints or requests without becoming emotional
•Communication skills: polite and refined language, both spoken and written
•Time management / follow-up skills: ability to continuously manage progress for long-term cases without neglect
•PC skills: PC work experience and fast typing speed are welcome
Desired personal qualities (behavioral competency)
•Calm and sincere communication: stress tolerance and flexibility to control emotions and respond positively even to difficult situations or harsh feedback
•Sincere and conscientious attitude: able to take responsibility through to the end to meet customer expectations
•Team player: able to work with supervisors, team, and boutiques to resolve difficult cases rather than handling them alone
