.
Reference Code:  67382

Cartier_Client Service Manager 卡地亞客戶服務經理

Taipei, TPE, TW

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. 

  
  

Key responsibility 1 – Client Service Management
• Act as the main contact of client service to provide after sale service on products, systems, and issue related inquiries
• Liaise with regional client service/process requirements to ensure high standard service arranged to satisfy customer's needs
• Collaborate with Regional CRC, Richemont CS platform and boutiques's CS specialists to manage preliminary client complaint with efficiency and to meet customers' expectations
• Supervise repair order tracking project, and propose solutions to diminish clients' concern and disputes in a timely manner
• Initiate, coordinate and enhance VIP treatment through local/international events.
• Analyze satisfaction barometer to ensure all boutiques are fully committed to developing and improving service excellence and drive the Cartier Care registration rate to achieve the HQ KPI

Key responsibility 2 – Client Experience & Treatment
• Deliver pioneering client experiences and treatments through different treatment projects, client activities and client engagement to provide exceptional experiences.
• Lead and initiate Client Experience Committee (CEC) project to develop the outstanding ideas and implement successfully.
• Work closely with BTQ CS Ambassador to achieve company CS goal and drive pioneering in client experience.
• Monitor service results to regularly share and review all service implementation campaigns.

Key responsibility 3 – CS Performance Review to drive service excellency
• Deliver and evaluate monthly CS dashboard including:
- Cartier Care
- Client Satisfaction Barometer
- Post Event Sales Evaluation

Key responsibility 4 – Cross Department Collaboration
• Collaborate with Retail, WS, L&D, Marcom teams for all related client service, client experience and event tasks to enhance service execution and improve client satisfaction.
• Work close with HQ CS team to cascade the clear direction and strategy implemented in local level.

 


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