Client Relations Center Ambassador

Job description

At Client Relations Centre, the Ambassador will represent Cartier in all customer contact via phone, e-mail, live chat, Line and other social media such as Facebook, Instagram, Google review etc. The Ambassador will handle all service-, sales-and after sales requests according to Cartier Quality Standards and will represent the brand’s identity and vision at all times. With excellent communications skills, the Ambassador is able to accommodate all client requests, including service requests and sales inquiries.

 

The ambassador is the single point of contact for all distance sale clients. He/she must be considered as a brand ambassador and “e-boutique sales representatives” in a demanding client environment.

 

KEY RESPONSIBILITIES

 Client Relations Centre operations

·  Handle inbound and outbound contact at highest standard via phone, e-mail, live chat, Line and other social media such as Facebook, Instagram, Google review etc.
·  Deliver brands information to customers, and vice versa collect valuable feedback from clients
·  Collaborate with the Group’s existing Customer Service team for repairs and after-sales service requests
·  Accurately process all required data/information in appropriate system/tools under group data security policy; consistently and accurately capture client data for relationship building
·  Accurately record and produce report summary of client inquiries, complaints, and actions taken in database in a comprehensible way
·  Follow company policies and procedures as outlined and represent the Group in a professional image at all times

e-Commerce and distance sales

·  Drive online, phone and chat sales through professional and courteous client interaction in order to reach set goals and objectives
·  Operate virtual selling and utilize digital tools for sales conversion
·  Facilitate distance sales and collaborate with boutique team to complete sales transaction and delivery
·  Generate report on daily, weekly and monthly basis

Client experience and satisfaction

·  Collaborate with boutique and service support team to fulfil client requests and ensure highest level of client satisfaction
·  Handle and resolve client complaints regarding products and services within client’s established timeline
·  Escalate complaint issues to the high-level management or relevant persons timely, and report findings on improvement if any
·  Identify trends in customer satisfaction or dissatisfaction and report findings to Team Manager
·  Manage, monitor and follow up concierge service requests from boutiques and systematically share results to improve client experience and service
·  Build relationship with clients through clienteling program and other CRM tools

PROFILE

·  Minimum 1 year experience in retail sales or customer service in the luxury /high-end goods domain, or
·  Minimum 1 year experience in contact centre/e-com/hospitality/customer service related activities
·  Customer service oriented and sales oriented. Conscientious, patient, flexible, polite, exquisite, keen to learn, team player and good multi-tasking skills
·  Skilled in speaking/writing expression and communication with client centric mindset
·  Native Thai, fluent in English (Chinese is a plus)
·  PC literate, SAP, Salesforce experience is a plus
·  Flexibility with working in retail hours by shifts, and work on weekend and public holidays if required
·  Bachelor’s degree required

 

PERSONAL DATA COLLECTION STATEMENT

We, Richemont Luxury (Thailand) Limited (“Richemont”), will collect and process your résumé, curriculum vitae or other personal information such as name, email address, postal address, telephone number and other information regarding yourself, your past employment and/or your education (hereinafter referred to as “Personal Data”) for the purposes related to the evaluation of your application and recruitment process as well as to contact and correspond with you to respond to such applications (“Purposes”). Failure to provide such Personal Data may affect our processing and evaluation of your application.

All information provided by you will be used for the Purposes only. If your application is unsuccessful, we will keep your Personal Data for a period of 1 year and will destroy it after such period.

Your Personal Data may be provided to our Group and any subsidiary company of our Group, and/or any internal/external trusted service providers in Thailand and outside of Thailand authorized to process the information for the Purposes.

If you provide the personal data of any third partis to Richemont (including, for example, your previous employer), you agree that you have obtained their authorisation for Richemont to use the information for the Purposes.