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Reference Code:  58461

Client Service Supervisor, Bond St.

London, LND, GB

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 8,500+ 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 – CS Supervisor, Bond St.

 

 

How will you make an impact? You will:

  • Maintain a high level of service in the boutique
  • Apply Customer Services policies & process. Ensure that brand policies are consistently applied
  • Receive all clients in the Customer Services Boutique in a style and manner fitting the Cartier image, striving to exceed client’s expectations
  • Registering and collection of clients repairs
  • Monitor the Care Service communication in the boutique; ensure all client enquiries taken in person or by telephone are dealt with efficiently and effectively, and followed through to complete client satisfaction
  • Monitor and followup client complaints: optimize the Client Service commercial claim management (boutique organization, meeting customers, answering letters/emails…)
  • Supporting Client Service Associates to find and guide solutions to client issues
  • Supervise the Client Service team of the boutique: coaching, training, animation, support the Client Service Manager in performance reviews of Client Service associates. 
  • Understand, contribute to and deliver objectives set by the Boutique Manager and Client Service Manager
  • Monitor the qualitative and quantitative Client Service objectives of the boutique to achieve the service level expectations through Monthly catch up meetings
  • Monitor the Client Service team monthly budgets/targets
  • Animate the commercial life of the Client Service department and motivate teams: increase performance, identify training needs
  • Be proficient in Cartier operations systems and ensure that the Client Service team is fully trained and competent
  • Define with the Boutique Client Service Manager an action plan to improve processes and ensure complaints are minimized
  • Ensure correct invoicing codes are used and gratuities are kept to a minimum.
  • Ensure client satisfaction in boutique, delay, return unrepaired, guarantee, turnover, discount & gratuities, performances meet targets
  • Build and ensure a strong relationship and collaboration with our service platforms and other partners regarding quality of service (delay) and application of Cartier rules and policies
  • Liaise with technical staff to ensure smooth running of Client Service procedures
  • Control of leadtimes ensuring invoicing is kept up to date

 

How will you experience success with us?

  • Fluent English (second language appreciated)
  • Experience in management/leadership required
  • Experience working in a watch/jewellery background appreciated
  • Excellent verbal and written communication skills 
  • Strong interpersonal skills; empathy, confidence, patience, team-player
  • Ability to prioritise in a high traffic environment and work under pressure
  • Experience dealing with a sophisticated clientele, immaculate personal presentation, numerate and articulate, polite and patient with excellent attention to detail.
  • Strong solution-driver, client-focused
  • Reliable and flexible
  • Accurate, organised and efficient
  • Knowledgeable about Watchmaking and Jewellery techniques and Cartier products
  • Sales ability required
  • Good knowledge of MS Office and SAP

 

Your journey with us:

  • Initial screening call with the Richemont Talent Team
  • Interview with the Hiring Manager
  • Interview with the HRBP

 

Learn More about life at Richemont and Cartier:

https://www.linkedin.com/company/richemont/

https://www.youtube.com/channel/UCtcz344eqsWvggwOnq-yljg   

https://www.youtube.com/channel/UCu16y62LPCwTknfV5_7Zalg

https://www.linkedin.com/company/cartier/

 

#cartier #richemont #revealtheexceptional

 


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