Client Service Administrator - Cartier, Brisbane

Job description

Cartier, l'artisan des passions.

MAIN PURPOSE:

As a member of the Cartier Brisbane boutique, the Client Services Admistrator is responsible for the administration and coordination of care service activities of the boutique.  Ensuring all clients are provided with the highest degree of customer service and courtesy.

 

KEY RESPONSIBILITIES:

 

1. Client Experience and Technical Advisor

·  Handles and responds to all clients’ requests.
·  Informs and consistently communicates with clients directly about the status of the repair (spare part shortage, repair ready for collection, etc)
·  Communicates regularly with boutique watchmaker and other key stakeholders.
·  Consistently looks for solutions to satisfy client needs.
·  Sound knowledge of Cartier Creations, Solutions and Service policies.
·  Effectively communicate to clients technical aspects of the service.
·  Navigate through client objections, mandatory vs optional service and find an amicable solution.
·  Maintains a solid relationship with CS Manager in Cartier office.
·  Support, train and collaborate with the boutique team, including Sales Associates, to achieve client experience excellence.

2. Management of Repair Orders & Client information

·  Records clients data
·  Creates and attributes the notification to workshop / repair center.
·  Control the repair notifications recorded by boutique staff
·  Key-in, control and print the file follow-up sheet.
·  Follow-up the clients files in cooperation with the boutique staff, watchmaker, or/and the jeweller. Controls files’ status and lead-times with anomaly report
·  Archiving the closed files
·  Bills for in-boutique services

 
3. Monitoring of Stock and Repair Orders

·  Monitor stock and inventory for Spare parts, leather straps, CS accessories, etc.
·  Manages stock orders, follow-up , receiving, & inventories:
·  Repair Order inventories (every 2 months)
·  Deliveries: transfers registrations, transfers to plat-form, reception, repair centres, etc.
·  Prepares, orders and follows up on deliveries, in boutique repairs daily
·  Occasionally assist boutique office executive with finished products stock management (stock reception, stock transfers, and stocktakes).

 
4. Compliance 

·  Respect and ensures that all client service rules of the Maison are upheld.
·  Comply to all CS Process and Policies

 

SKILLS:

·  Excellent verbal and written communication skills
·  A strong work ethic and a passion to deliver excellence in customer service 
·  Well organized with a high level of accuracy
·  Well-developed problem solving skills with the ability to follow through and provide solutions
·  Proven ability to manage and diffuse difficult situations
·  Proactive and positive attitude towards colleagues and clients
·  Flexible and has the ability to adapt to changes.
·  Exceptional grooming and personal presentation
·  Strong command of IT systems, SAP Knowledge

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