Client Service Administrator

MAIN PURPOSE

As a member within a client service team in boutique, he/she advises the clients and responds to clients requests while getting constantly their satisfaction and loyalty and meeting excellence service standards. He/she is also in charge CS administration of the boutique in coordinating and ensuring all notifications from registration to payment, including follow-up, control and analysis.

KEY RESPONSIBILITIES

Key responsibility 1: Maison Ambassador

• Upholds the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements
• Embodies the excellence of the service. Responsible for welcoming each client, offering a personal interaction.
• Complies with the high standards of Cartier sales and service.  Respecting and applying the Cartier CS rules, process & policies of the Maison.
• Implements Customer Service action plan provided by Retail Management.

Key responsibility 2: Client Satisfaction and technical advisor

• Understand the client request and find proper solutions to satisfy their needs. 
• Explain, in client friendly wording, technical explanations of service. Comfortable working through client objections to mandatory vs. optional services
• Ensures regular communication with boutique watchmaker and seamless process in place
• Strong knowledge of Cartier creations, solutions, and service policies.
• Constantly deals with Retail and Client team in order to find solutions vs. customer issues

Key responsibility 3: RO’s / Clients & notifications management

• Creates and attributes the notification to boutique or workshop / repair center.
• Controls of the notification recorded by boutique staff
• Key-in, generate cost estimate, and contact clients directly about the status of the repair (spare part shortage, repair ready for collection…)
• Follow-up the clients files in cooperation with the boutique staff, watchmaker, or/and the jeweller. Controls files’ status and lead-times with anomaly report
• Files, organizes and maintains all documents related to Sales, Stock, Transfers, repairs & other boutique documents.

Key responsibility 4: Stock Management

• Stock follow-up & inventories (ROs, spare parts, leather strap, etc.)
• Stock (daily): prepare orders and place orders for in boutique repairs, deliveries follow-up.
• Stock management: orders, follow-up, receiving, & inventories
• Deliveries: transfers registrations, transfers to platform, and receptions from Repair centers

Key responsibility 5: Ensure the follow-up of the main indicators linked to after-sales service

• Ensures proper client data capturing
• Enhances customer satisfaction by informing the clients, minimizing delay, and reducing complaints.
• Monitor daily report and control delays (leadtime KPI)
• Contributes to after sales turnover in reducing return unrepaired rate, discounts and gratuities.

Qualifications

• Bachelor’s degree  with 2-3 years of Client service experience in Luxury Brand
• Experience in watchmaking and jewellery highly appreciated
• Excellent verbal and written communication skills. Fluent English, third language is a plus
• Good interpersonal skills, strong solution driver, client focused and good team-player
• Emphasis on details and the ability to handle multiple tasks simultaneously
• Good Knowledge of MS Office,  SAP knowledge is a plus

PERSONAL DATA COLLECTION STATEMENT

We, Richemont Luxury (Thailand) Limited (“Richemont”), will collect and process your résumé, curriculum vitae or other personal information such as name, email address, postal address, telephone number and other information regarding yourself, your past employment and/or your education (hereinafter referred to as “Personal Data”) for the purposes related to the evaluation of your application and recruitment process as well as to contact and correspond with you to respond to such applications (“Purposes”). Failure to provide such Personal Data may affect our processing and evaluation of your application.

All information provided by you will be used for the Purposes only. If your application is unsuccessful, we will keep your Personal Data for a period of 1 year and will destroy it after such period.

Your Personal Data may be provided to our Group and any subsidiary company of our Group, and/or any internal/external trusted service providers in Thailand and outside of Thailand authorized to process the information for the Purposes.

If you provide the personal data of any third partis to Richemont (including, for example, your previous employer), you agree that you have obtained their authorisation for Richemont to use the information for the Purposes.