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Reference Code:  32502

Cartier Brand Ambassador - Open to Remote

Grand Prairie, TX, US

Permanent
  
  

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. 

  
  

Cartier North America exists to create and celebrate memorable moments of life; inspire and pioneer audacious change throughout Cartier; deliver excellence in performance and experience; extend and participate in the Cartier legacy; and build long-term, genuine, trusted relationships for our team members and clients in North America.

 

The Brand Ambassador at the Client Relations Center is responsible for delivering an exceptional service experience to all internal and external customers. This position will be located in a best in class, state of the art, Multichannel Customer Care environment providing information via phone and email. The ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for the brand(s) they support during every interaction.

 

PRIMARY DUTIES & KEY RESPONSIBILITIES

 

Daily Contact Center Operations:       

  • Handle inbound calls; greet all customers in a timely, professional, and engaging manner.
  • Provide written responses to customers’ inquiries via Email, Chat, and Social Media, meeting our service expectations in each conversation.
  • Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario
  • Process merchandise orders initiated by phone and/or website; this will involve a great deal of data entry
  • Answer a wide variety of customer inquiries, including where to send items for repair, status of repairs, cost estimates, service diagnosis, and timelines
  • Assist with special projects, as needed (i.e. initiatives supporting boutique network, outbound clienteling initiatives, etc.)
     
    Client Relationship Management:       
  • Consistently seek new product knowledge to act as an expert for the Maison
  • Cultivate new and existing client relationships through exceptional service and other Maison-specific CRM initiatives, partnering with Management to develop a plan for their clients and prospects
  • Consistently and accurately capture client data for follow-up and relationship building, effectively utilizing the tools that are available
  • Appropriately resolve client issues/concerns through first call resolution and escalate as needed to Management
     
    Sales Achievement     
  • Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales
  • Negotiate and handle objections with ease while adapting approach according to the client needs and motivations
  • Assist and support after sales clients in accordance with Maison values.  Act as a referent and provide recommendations that will provide an exceptional client experience
      
    Education:
  • Bachelor’s degree preferred but not required, especially in Fashion, Retail, or related field
     
     

YOUR PROFILE

 

Required Experience:

  • 3+ years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
     
    Technical Skills / Abilities:     
  • Experience in eCommerce, especially in the luxury retail sector preferred
  • Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook)
  • Experience using Brightware, Liveperson or other comparable Email and Chat management tools a plus
  • SAP, Salesforce knowledge is a plus
  • Foreign language a plus
  • Knowledgeable and active in the Social Media channels (Facebook, Twitter, Blogs)
  • Knowledge and enthusiasm for luxury brand market segment (fashion, jewelry, etc.)
  • Must display a high level of maturity, poise, sound business judgement, and change management to work with luxury and exceptionally demanding clients.
  • Quick learning who can absorb extensive information on our brands’ history, product offerings and communications/advertising program
  • Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools.
  • Flexible and availability to work within these hours of operation: Monday thru Friday (9am-9pm), Saturdays and Sundays (9am-6pm)
  • Flexibility to work holidays
  • Excellent verbal and written communication skills

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


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth