Client Service Associate

Job description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

WHY CARTIER? 

Join Cartier and step into a world where luxury meets innovation, elegance blends with creativity, and tradition embraces avant-garde design. As a globally acclaimed jeweler and watchmaker with a heritage spanning over 170 years, we're more than our products; we're custodians of an extraordinary legacy that continuously sets unparalleled standards in high jewellery, prestigious watches, and exquisite accessories. Cartier is a place where your contributions shape the future of luxury, driving excellence, sustainability, and creativity. Here, your journey with us enriches our shared legacy, inviting you to become an integral part of Cartier's illustrious story.

HOW YOU WILL MAKE AN IMPACT  

The Client Services Associate is responsible for delivering an exceptional after‑sales experience in the boutique, with a primary focus on repair services and client care. In this role you will ensure every client feels supported, informed, and valued throughout the service journey, and assist the boutique by executing all Know Your Customer (KYC) and Anti‑Money Laundering (AML) administrative tasks to screen and document client profiles as well as transactions before purchase, in alignment with internal policies and regulatory requirements.

KEY RESPONSIBILITIES

• Collaborate effectively with Boutique Management and sales teams to deliver a seamless client journey (before, during, and after purchase)
• Consistently uphold the Maison’s service standards, grooming guidelines, and client service protocols
• Periodically engage in training on product knowledge, service procedures, KYC/AML rules, and client experience to continuously improve professional skills

After‑Sales Management

• Receive, assess, and process client repair or service requests in line with Maison policies and procedures
• Prepare and complete all required documentation (forms, estimates, approvals) accurately and in a timely manner
• Coordinate with internal workshops, service centers, and logistics partners to ensure smooth handling and follow‑up of all repair cases
• Track repair status, proactively update clients, and ensure on‑time delivery and collection of repaired items

Client Care & Experience 

• Extend warm welcome to all clients, delivering professional and personalized service for every after‑sales needs
• Provide comprehensive explanations of repair options, including timelines, associated costs, and warranty conditions, to ensure clients fully understand the process
• Manage client feedback, concerns, and complaints with empathy and efficiency, ensuring timely resolution and appropriate escalation when required
• Maintain long‑term relationships with ongoing client connections and follow up as necessary after service completion

Operations & Administration 

• Ensure accurate data entry in systems for all service and repair transactions, respecting confidentiality and data protection rules
• Maintain organized records of service cases, documentation, and client communications for audit and follow‑up purposes
• Support inventory control related to repairs (e.g., parts, loan pieces, packaging) and handle client items securely
• Prepare regular reports detailing repair volumes, lead times, and client service KPIs for management review

KYC & AML Screening

• Collect and verify client identification and required documentation in line with relevant policies
• Conduct thorough screening of new and existing clients, utilizing internal systems and external databases/sanctions lists, prior to high-value or sensitive transactions
• Assess client history, transaction patterns, and potential risk indicators before purchase approval
• Flag and escalate discrepancies or inconsistencies to Management as well as Compliance Officer
• Strictly adhere to company policies, local regulations, and data protection requirements in handling client information
• Maintain the highest level of discretion and confidentiality regarding client data and investigations

KEY COMPETENCIES

• At least 3 years of experience in client services management from retail business
• Experience in luxury retail is a significant advantage  
• Strong organizational skills and detail-oriented
• Service-focused, and a collaborative team player  
• Proficient in computer skills (including Microsoft Office); SAP proficiency is a plus
• Good interpersonal and communication skills
• Fluent in Thai and proficient in English

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