Reference Code: ‎72981

Client Service Associate

Dubai, DU, AE
Fixed Term
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 Metiers 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.

MAIN PURPOSE
The Client Service Associate is an Ambassador of the Maison and a member of a
boutique team. . He advises the clients and responds to clients requests while
getting constantly their satisfaction and loyalty and meeting excellence
service standards. He/she abides by the rules, policies and procedures of the
Cartier after sales service.
He/She knows the Luxury environment, the Brand, the collections

KEY RESPONSIBILITIES
Maison Ambassador
* Upholds the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements
* Embodies the excellence of the service. Responsible for welcoming each client, offering a personal interaction.
* Complies with the high standards of Cartier sales and service. Respecting and applying the Cartier CS rules, process & policies of the Maison.
* Participates to boutique life and to team meetings.
* Implements Customer Service action plan provided by Retail Management.

Client Satisfaction and technical advisor
* Understand the client request and find proper solutions to satisfy their needs.
* Explain, in client friendly wording, technical explanations of service. Comfortable working through client objections to mandatory vs. optional services
* Ensures regular communication with boutique watchmaker and seamless process in place
* Strong knowledge of Cartier creations, solutions, and Service policies.
* Constantly deals with workshop coordinators in order to find solutions vs. customer issues
* Maintains a solid relationship with CS manager in Cartier office.

Monitoring clients files
* Monitors the CS files and sales accessories linked with service.
* Understands clearly the daily reporting and importance of respecting timeframes to contact clients.
* Knows the repair flow : clients and creation data registration, estimates communication and approval, follow up, billing, stock process, money collection
* Files, organizes and maintains all documents related to Sales, Stock, Transfers, repairs & other boutique documents.

Ensure the follow up of the main indicators linked to after-sales service
* Ensures proper client data capturing. Enhances customer satisfaction by informing the clients, minimizing delay, and reducing complaints.
* Contributes to after sales turnover in reducing return unrepaired rate, discounts and gratuities.

Sales
* Sale of service
* Applies client experience guidelines and technical expertise to advice clients on suggested service and product sales.
Stock Management
* Stock follow-up & inventories (ROs , spare parts, leather strap, etc.)
* Assist with maintenance of vault, filing, inventory, and general organization of supplies