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About the Role
As a professional specializing in after-sales service for valuable watches and jewelry at a Cartier boutique, you will be responsible for total customer support from repair reception to handover, providing lifestyle proposals, and handling client inquiries and troubleshooting.
Responsibilities
- Provide total support for the entire process from repair reception to handover.
- Listen carefully to customer requests and explain repair details, estimates, and delivery times clearly.
- Confirm the condition of items, manage repair progress, minimize delays, and communicate updates.
- Create a memorable handover experience and provide aftercare for items awaiting pickup.
- Support customization by proposing and selling items like leather straps, refills, and accessories to enhance customer belongings.
- Assist with boutique sales operations as needed.
- Handle various inquiries.
- In case of complaints or issues, objectively assess the situation (5W1H) and provide appropriate initial responses with empathy.
- Manage the service counter operations from opening to closing, including closing registers, creating invoices, and managing inventory.
- Organize various documents and handle product transportation.
- Perform quick services such as engraving, embossing, and cleaning.
- Proactively propose improvements and efficiencies in service processes.
- Guide and train OMS staff and junior staff in service operations (reception, returns, sales).
- Collaborate with boutique technicians (TS) to resolve customer issues as a team.
Requirements
- High-quality customer service and sales experience in a luxury brand.
- Practical experience in customer care, customer support, or technical reception within the watch or jewelry industry.
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 its Houses.
- The company is committed to innovating and designing new products in line with the values of its Houses through a process of permanent creativity.