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Reference Code:  41043

Cartier Client Relations Center IT Operations EXPERT

Amsterdam, NH, NL

Fixed Term
  
  

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 7,500+ colleagues of 90 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. 

  
  

MAIN PURPOSE

 

Within the Cartier Relations Center team, reporting to the CRC Operations Manager, the CRC IT expert is in charge of assisting and supporting the CRC team in our daily operations, including a mix of administrative tasks, IT support, process documentation, and inter-departmental communication.

The goal of this role is to make our work more efficient especially with our tools and Salesforce in particular. The role involves being the key referent and contact person between CRC team and the technical support team. He/ She performs a broad range of duties related to telecommunications and CRM systems.

 

 

 

KEY RESPONSIBILITIES

 

 

  • Be the key contact for the CRC team for all the IT requests related to Salesforce and Vonage systems
  • Support the CRC functions as directed by the CRC manager
  • Own internal IT processes especially on Salesforce
  • Own employee onboarding and offboarding process
  • Streamline office processes and organization
  • Ensure internal processes are followed and oversee process reviews and "sunsetting" of outdated processes as teams grow and scale.
  • Work closely with Team Leads and Managers to ensure new office processes are documented and updated when necessary.
  • Be the Key users for the CRC by collaborating and participating with Richemont to enhance our tools and technical processes and communicating to the CRC when update and changes are implemented.
  • Assist with ad-hoc administrative projects associated with general operations as well as reporting initiatives related to specific teams.

 

 

  • Resolve operational issues within the defined schedules and service level agreements.
  • Analyze root causes of operational malfunctions and provide resolutions.
  • Handle escalated IT issues and follow-up on outstanding IT issues promptly.
  • Liaise with IT team to monitor the status of the reported tickets and revert to the end users’ team with the outcome.
  • Develop preventive measures and document issue resolution procedures.
  • Recommend process improvements to improve operational efficiency and cost-effectiveness.
  • Evaluate current operational processes and recommend improvements.
  • Monitor system operations and troubleshoot problems.
  • Install, support and maintain network and system tools.
  • Maintain daily logs of operational issues and maintenance activities.
  • Contribute to business meetings and report on IT issue status.
  • Address ambassador IT issues promptly and accurately.

 

 

PROFILE

 

 

  • Professional experience
    • IT support or operations background
    • Experience within the call centre industry is a plus
    • Salesforce Certifications such as Administrator, Service Cloud

 

 

SKILLS

 

  • Rapid learning curve
  • Ability to switch contexts and projects on a regular basis.
  • Well organized, Curious and High attention to detail
  • Patient and comfortable working in a fast-paced environment.
  • Ability to multitask and prioritize ongoing work.
  • Proven success managing projects independently and innovating within a prior role.
  • Clear communicator and self-directed learner.
  • Advanced computing skills
  • Organization and time management
  • Good communication skills both verbally and in writing
  • Agile mindset and adaptability to deal with different departments
  • Ability to work under pressure and deadlines

Learn more about life at Cartier



www.careers.cartier.com

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