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Temporary Client Service Associate

2 months ago

Dubai, United Arab Emirates Cartier Full time

Reference Code: 97153**Temporary Client Service Associate**:

- Dubai, DU, AE- Fixed TermThe 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 9000+ colleagues of 105 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.
- 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

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