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About the Role

The Client Service Advisor is the primary point of contact for clients, delivering a seamless, high-touch aftersales experience. This role owns the end-to-end client journey from intake to resolution, ensuring service excellence, commercial alignment, and brand standards are consistently upheld.

Responsibilities

• Serve as the main point of contact for clients throughout the aftersales journey (intake, diagnosis, quotation, approval, service update and pick up).
• Clearly explain repair processes, timelines, costs, and expectations to clients, ensuring transparency and trust.
• Manage client communications proactively (updates, follow-ups, delays, approvals).
• Possess a strong understanding of Cartier Service Policies with the ability to execute/implement these policies to provide a Maison appropriate client experience.
• Ability to perform on-site quick services such as strap changes, bracelet sizing (non-gold,) steam cleaning, cord changes, engraving & embossing.
• Handle escalations and complex client situations with professionalism and solution-oriented mindset.
• Apply client experience guidelines and technical expertise to share recommendations with client about service and product sales (straps, links).
• Ability to partner with Boutique colleagues on sales (accessories, watches and jewellery).
• Coordinate with Client Service Administrator and workshops to ensure accurate execution of repair orders.
• Ensure service documentation, approvals, and handovers are completed accurately.
• Contribute to service excellence KPIs (Barometer, client satisfaction).
• Understand and comply with Cartier security and operational procedures (i.e. product handling, inventory control, etc).
• Step in to support Client Service Administrator tasks when required to ensure service continuity during peak periods.

Requirements

• Strong client-facing communication and relationship management skills.
• Sound judgement to assess repair scope and intervention type.
• High emotional intelligence and service mindset.
• Ability to manage multiple cases while maintaining attention to detail.
• Commercial awareness to balance client experience, cost control, and Maison standards.
• Collaborative mindset to work cross-functionally with boutiques, workshops, and HQ teams.

Skills

• Client engagement
• Service excellence
• Repair process explanation
• Client communication
• Cartier Service Policies
• On-site quick services
• Escalation handling
• Client experience guidelines
• Technical expertise
• Product sales recommendations
• Partnership with boutique colleagues
• Repair order execution
• Service documentation
• Service excellence KPIs
• Security and operational procedures
• Internal mobility

Location

• Retail store environment

Work Type

• Retail hours including weekends

Benefits

• Opportunity to represent a prestigious Maison and deliver meaningful client experiences.
• Supportive team environment where collaboration and shared success are valued.
• Exposure to luxury craftsmanship and technical repair processes.
• Clear development pathways in sales & service operations, and luxury retail.

About the Company

• Richemont is one of the world leaders in the luxury sector, with various Houses specializing in jewelry, watches and high-end accessories.
• Each Maison proudly embodies a tradition of style, quality and craftsmanship.
• Richemont strives to preserve the heritage and identity specific to each of them.
• We are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity.
• In our Group, you can start anywhere and go everywhere.
• Internal mobility is one of the best growth accelerators to develop within Richemont and our Maisons.
• We encourage our people to be curious, drive their own career, and dream big.