Client Services Intern 

The Client Intern assists the Client Services team with CS activities for Latin America and Brasil.

KEY RESPONSIBILITIES                                                    

Operationally support the client service strategy implementation:

• Assist in applying the strategy by adapting the CS global market policy and service management to local specificities.

Pilot the CS activity, monitoring, analysis, and reporting:

• Reporting: Ensure the follow-up of the main indicators linked to CS.
• Ensure Client satisfaction, control delays, return unrepaired, guarantee, turnover, discount & gratuities, activity business, and performances.
• Assist the CS Manager with collaborating with boutique managers to explain, train, and apply the CASS policy in the POS/BTQs/workshops.

Client Experience follow-up:

• Assist in generating the experience Barometer process for retail and E-commerce: Liaise between Cartier International and local Boutiques regarding mailings and extractions.

  • Discuss the relevant action plan following the results with the direct manager.

• Complaint management

  • Assist in following up on complaints received in the boutiques, workshops, and POSs.

    Ensure that the service and client approach are always consistent with the actions taken.

Job Profile:

• Bachelor’s degree preferred but not required, especially in Business or marketing.
• 1-2 years of experience in customer service, preferably in retail.
• Luxury Jewelry and/or Watchmaking experience is a plus.
• Must be able to create spreadsheets using Excel.
• Must be able to create presentations using PowerPoint.
• Excellent communication and negotiation skills.

Technical Skills / Abilities:

• Ability to implement short and long-term projects.
• Maturity, ability to adapt, Customer oriented, demonstrates assertiveness, self-confidence.
• Problem-solving and process management skills.
• strong leadership skills.
• Good interpersonal and influencing skills with cross-cutting teams.

The successful candidate will have the following personal qualities:

• Must be fluent in English and Spanish; Portuguese is a plus.  
• Good interpersonal and influencing skills with cross-functional teams.
• Excellent communication and negotiation skills.
• Self-confidence, Empathy, Emotional control, Rigor, Discernment, Assertiveness, Curiosity.
• Customer-oriented, business acumen.
• High level of integrity and widely trusted.
• Attentive and patient.
• Ability to actively listen to people's needs and act as a team player.
• Hands-on attitude.