Client Services Administrator - Cartier, Melbourne 1

Job description

  

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. 

  MAIN PURPOSE:

As a member of the Cartier Melbourne boutique, he/she is in charge of providing our clients the highest dergree of customer service and courtesy on care service activities of the boutique. 

 

KEY RESPONSIBILITIES:

  Client Experience and Technical Advisor

·   
·  Handles and responds to all clients’ requests.
·  Informs and consistently communicates with clients directly about the status of the repair (spare part shortage, repair ready for collection, etc)
·  Navigate through client objections, mandatory vs optional service and find an amicable solution.
·  Support, train and collaborate with the boutique team, including Sales Associates, to achieve client experience excellence

 

Management of Repair Orders & Client information

·  Follow-up the clients files in cooperation with the boutique staff, watchmaker, or/and the jeweller. Controls files’ status and lead-times with anomaly report
·  Archiving the closed files
·  Bills for in-boutique services

  Monitoring of Stock and Repair Orders

·   
·  Monitor stock and inventory for Spare parts, leather straps, CS accessories, etc.
·  Manages stock orders, follow-up , receiving, & inventories:
·  Repair Order inventories (every 2 months)
·  Deliveries: transfers registrations, transfers to plat-form, reception, repair centres, etc.

Compliance 

·   
·  Respect and ensures that all client service rules of the Maison are upheld.
·  Comply to all CS Process and Policies

  Cash Handling

·   
·  Money collection
·  Payments registration

 

SKILLS & EXPERIENCE:

·  Strong communication skills
·  Strong command of IT system & tools (SAP) mandatory
·  Good interpersonal skills and good team-player
·  Client orientation and business acumen
·  Integrity, organization skills, flexibility, stress resistant.