Client Relations Centre Brand Ambassador

About us

Since 1847, Cartier is the reference in luxury and represents the symbol of excellence thanks to its extraordinary know-how, powerful values, and unique creativity. Animated by a “pioneer spirit”, our Maison is recognized as a “dream maker” through a distinctive network all around the world which blends passion, exquisite creations, hospitality, and generosity, to create and celebrate memorable moments with each of our valuable guests. Each ambassador extends the Maison’s legacy built by our founders and contribute to further installing Cartier as the lead luxury retailer.

Do you match this profile?

As a client-centric person with passion and enthusiasm for the brand, your goal is to deliver outstanding client service during every single interaction. Your communication and problem-solving skills will allow you to engage with multiple teams to find great solutions, deliver proactive support and build great relationships with clients. You are navigating in a dynamic environment with challenges to thrive in. Working in a Client Relations Centre, you know how to multi-task, you can work effectively with a team and you maintain a positive attitude throughout.

What do we expect from you?

1. Client Expertise

✓ Handle inbound calls, greet all clients in a timely, professional, and engaging manner

✓ Provide written responses to clients’ enquiries via Email, meeting our service expectations in each conversation

✓ Build lasting relationships with clients by delivering first call resolution and taking ownership of every scenario ✓ Use Social Media monitoring platform to view relevant conversations and respond/react to enquiries when necessary

✓ In the future, potentially use Live Chat and other tolls to view relevant conversations and respond/react to enquiries when necessary

✓ Answer a wide variety of client enquiries, including where to send items for repair, status of repairs, cost estimates, service diagnosis, and timelines

✓ Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales Internal Only

✓ Ensure all SLAs are met in line with Cartier requirements, make adjustments in order to meet SLAs

2. Knowledge Expertise

✓ Consistently seek new product knowledge to act as an expert for the Maison

✓ Access Maison’s social pages and website on a regular basis to stay abreast of launches and campaigns

✓ Ensure that all policies and procedures are well understood and communicated to clients

✓ Remain curious in order to continue learning and developing to continuously enhance support to clients

✓ Use multiple applications and systems daily, with the ability to multi-task continuously between those tools

3. Communication Expertise

✓ Communicate effectively and professionally with multiple stakeholders in order to propose solutions

✓ Make recommendations and take actions in order to continuously develop and improve the services, channels and performance delivered to clients

Skills:

✓ Excellent verbal and written communication skills

✓ Knowledgeable and enthusiastic towards the luxury brand market segment (fashion, jewelry, etc.)

✓ Knowledgeable and active on Social Media channels (Facebook, Twitter, Blogs)

✓ Must display a high level of maturity, poise, sound business judgement, and change management to work with luxury clients

✓ Quick learner who can absorb extensive information on our brands’ history, product offerings and communications

✓ Able to maintain a positive and can-do attitude even under pressure

✓ High level of empathy in order to provide excellent client experience

✓ Able to work with a diverse network of teams

✓ Exhibits a proactive approach to all responsibilities

✓ Flexible and available to work within Client Relations Centre hour of operations: (Sun-Sat, 10am10pm) and during public holidays; time may vary

Required experience:

- Base of service experience

- Luxury experience or client relations centre experience preferred

- Computer skills: proficient with MS Word, Excel, PowerPoint

- Technical agility to manage multiple tools Requirements:

- Turkish & English language mandatory

- Ability to deal with people from all background