Be a part of our Team! We are looking for an experienced Client Services Executive to join us in our Melbourne team.
As a member of the head office Client Department, the Client Services Executive will actively develop, collaborate and implement relevant action plans to improve customer service and client satisfaction in Oceania, across all channels.
If you have a passion for creating luxury and enjoy working within a dynamic and inclusive team, we welcome you to apply now!
HOW WILL YOU MAKE AN IMPACT? With your strong retail knowledge, client centric approach and operational awareness, you will:
Execute Services campaigns based on yearly global CS calendar and ensuring alignment with Service platform, CRM and Marketing Communications departments. Monitor and report on campaign performances via Looker and highlight CS as a strategic tool to be leveraged for client engagement and long-term relationship building. Report monthly on watch warranty registration rates across all channels and provide troubleshooting technical support to frontline staff when required. Support the implementation of Care Services policies, offers and tools across all the network, as well as training and compliance. Complaint management process is top of mind and properly implemented for quick and smooth dispute resolution in the boutique. Equip and train network on Cartier Personalisation tools to further enhance client experience. Propose initiatives locally to maximise Care Services adoption and results. Collaborate with Retail Operations, Boutiques and Service platform to identify operational pain-points and drive CS improvement plans across all networks to ensure compliance with Cartier and Richemont guidelines. Ensure close partnership and collaboration with the Service platform driving quality of service (delay) and application of Cartier policies Support Retail teams with the inventory of repair orders to ensure full compliance. Support Retail teams ensuring CS operations and process used are up-to-date and aligned with the boutique operations manual. Report monthly on repair orders, trends and KPI results Escalate quality feedback through internal portal to raise awareness and drive continuous improvement Be the CS key referent and system user for the business locally Collaborate with Learning & Development team to identify CS training opportunities and create relevant modules addressing ever changing expectations. HOW WILL YOU EXPERIENCE SUCCESS WITH US? We believe in shared success and understanding that with your actions you elevate your team and the Maison. To contribute to team success, you will have:
Client-centric in approach with the ability to balance the needs of the business with client expectations Excellent written and verbal communication skills with attention to detail and tone Attentive and patient; a good listener with empathy, emotional control, tolerance, and discernment Problem-solving with the ability to handle diverse tasks, working to deadlines High level of integrity and trust Open, flexible, and agile to changing priorities under pressure Ability to self-motivate and self-manage Analytical approach; experienced in using reporting tools HOW DO WE KEEP YOU SMILING: A great opportunity to be a part ofa dynamic and diverse team The chance to work collaboratively with an array of creative and strategic minds, both locally and globally We offer a plethora of opportunities within Cartier and the wider Richemont Group to help you develop and take your career to the next level. YOUR JOURNEY WITH US: After being shortlisted, we will book in a video call with our Talent Acquisition Partner to get to know you whilst sharing details on the role, team and Maison If you are successful through the video interview, you will be invited to attend a face to face interview with our Client Services Manager and Clients Director to discuss the role and your expertise in more depth. In return, we will also share insights on our team dynamics and our company culture. Finally, you will then have the opportunity to meet our HR Manager who can share our overall vision and plans for the future for the Maison in Australia
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