Client Service Associate – Sloane Street
Provide outstanding after‑sales service to Cartier clients, ensuring satisfaction and upholding the Maison's reputation for excellence. You will be the main point of contact for clients seeking assistance with their Cartier creations, offering expert advice and guidance throughout the service process.
Responsibilities
* Client Satisfaction & Technical Advisor
o Understand client requests and identify appropriate solutions.
o Explain technical aspects of services in clear, client‑friendly language.
o Handle objections and escalations to find client‑centric solutions.
o Communicate with boutique and wider market stakeholders for a seamless process.
o Develop deep knowledge of Cartier creations, Care Service processes and policies.
o Maintain strong relationships with the Client Team at Cartier UK Head Office.
* Monitoring Client Orders
o Manage Client Service orders, ensuring proactive communication and seamless delivery.
o Report and monitor timeframes for client contact.
o Maintain attention to detail across repair flow, data registration, communication, approval, follow‑up, and billing.
o Track key indicators and feedback linked to Care Service to enhance customer satisfaction.
o Contribute to after‑sales turnover by reducing return‑unrepaired rate, discounts and gratuities.
* Sales
o Identify suitable service recommendations for each client.
o Apply client‑experience guidelines and technical expertise to advise on service and product sales.
o Recognise conversion opportunities to enhance client interaction.
* Maison Ambassador
o Provide exceptional customer service and personalise interactions respecting client preferences.
o Follow Cartier sales and service standards, processes and policies.
o Participate in team meetings to support boutique strategies and continuous improvement.
o Implement Client Service action plan provided by Boutique Management.
Qualifications
* Experience in client service, preferably within the luxury industry.
* Strong knowledge of Cartier products/services; experience in watchmaking/jewellery highly appreciated.
* Excellent communication and interpersonal skills.
* Ability to manage stress and maintain confidentiality.
* Adaptable to changing priorities.
* Great attention to detail.
* Strong organisational and time‑management skills.
* Proficient IT skills: Word, Excel, Outlook, PowerPoint.
* Fluent in English; additional languages are a plus.
About Cartier
At Cartier we celebrate diversity and inclusion, striving for a workforce that mirrors our clients' and communities' richness. We provide opportunities to grow professionally and personally in a supportive environment that inspires Cartier creations, the icons of luxury.
Recruitment Process
* Initial screening call with Richemont Talent Team.
* Interview with Hiring Manager.
* Interview with HR Manager.
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