Client Services Administrator - Cartier, Melbourne 1
Melbourne (MELBOURNE CITY) Sales
Job description
The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 7,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
MAIN PURPOSE:
As a member of the Cartier Melbourne boutique, he/she is in charge of providing our clients the highest dergree of customer service and courtesy on care service activities of the boutique.
KEY RESPONSIBILITIES:
Client Experience and Technical Advisor
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· 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)
· Navigate through client objections, mandatory vs optional service and find an amicable solution.
· Support, train and collaborate with the boutique team, including Sales Associates, to achieve client experience excellence
Management of Repair Orders & Client information
· 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
Monitoring of Stock and Repair Orders
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· 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.
Compliance
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· Respect and ensures that all client service rules of the Maison are upheld.
· Comply to all CS Process and Policies
Cash Handling
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· Money collection
· Payments registration
SKILLS & EXPERIENCE:
· Strong communication skills
· Strong command of IT system & tools (SAP) mandatory
· Good interpersonal skills and good team-player
· Client orientation and business acumen
· Integrity, organization skills, flexibility, stress resistant.