CRC Brand Ambassador

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.

At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

CRC Brand Ambassador

Cartier | Coral Gables, FL

The Brand Ambassador at the Client Relations Center is responsible for delivering an exceptional service experience to all internal and external customers. This position will provide information via phone, email, and chat. The ideal candidate will have luxury retail sales experience, outstanding customer service skills, and the ability to convey enthusiasm and passion for the brand(s) they support during every interaction.

Primary Duties:

Handle inbound calls; greet all customers in a timely, professional and engaging manner.

Provide elegant written responses to customers’ inquiries via email, social media and other channels, while meeting our service expectations in each conversation.

Build lasting relationships with customers by delivering first call resolution and taking ownership of every scenario.

Assisted sales: orders initiated by phone and/or website; this will involve a great deal of data entry and knowledge of the collections and use of storytelling trainings

Initiate proactive outbound calls to clients for clienteling, celebrating milestones, communicating product launches, and providing service updates, with the goal of strengthening client relationships and enhancing their overall experience.

Consistently seek new product knowledge to act as an expert for the maison. Apply Maison storytelling and product expertise to make contextual, value‑adding recommendations.

Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales. Drive tasteful cross‑sell/up‑selling. Maintain composure through high volume or complex problems; escalate cases thoughtfully and with precision.

Answer a wide variety of customer inquiries, as well as guide clients through repairs, status of repairs, timelines, estimates, returns/exchanges, and service policy clarifications; set clear expectations and follow through.

DIMENSION

Geographical Area Under Responsibility: Client Relations Center, Americas (Latin America Focus)

JOB PROFILE

Education:

• Bachelor’s degree preferred but not required, especially in Business, Fashion, Retail or related field

Required Experience:

• 3+  years in contact center, customer service environment, retail, hospitality or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

Technical Skills/Abilities:

• Professional Experience & Industry Knowledge
  • Experience in eCommerce, preferably within the luxury retail sector
  • Knowledge and enthusiasm for the luxury market (fashion, jewelry, etc.)
  • Ability to absorb extensive information about brand history, product offerings, and communications/advertising programs
• Technical Skills
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Teams, Outlook)
  • SAP and/or Salesforce experience is a plus
  • Strong computer literacy and technical agility to learn multiple systems and applications
  • Ability to multitask across various tools and platforms

• Client Service & Professionalism
  • High level of maturity, poise, sound business judgment, and strong change‑management skills when working with luxury and highly demanding clients
  • Excellent verbal and written communication skills
  • Strong understanding of formal and informal etiquette and culturally relevant manners
  • Organized, efficient, and detail‑oriented in day‑to‑day operations
  • Self‑sufficient, proactive, and positive attitude; strong team player
  • Quick learner with the ability to adapt to new information and processes

• Scheduling & Availability
  • Flexible availability to work Monday through Sunday, between 8am–9pm (hours subject to change)
  • Availability to work all holidays
  • Ability to travel as required

Personal Skills:

Bilingual ambassador: Spanish and English is a must. Portuguese is a plus

We Offer

We care about our associates’ health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future!

Salary will be negotiated based on relevant skills and experience.

#Richemont #WeCraftTheFuture