Customer Service Administrator - Selfridges
London, UNITED KINGDOM
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 9000+ colleagues of 105 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.
HOW WILL YOU MAKE AN IMPACT?
The Customer Service Administrator proactively communicates with clients and care platforms to ensure client satisfaction continues after-sales. As a Customer Service expert, they will promote updates and general knowledge with the boutique team. With an excellent attention to detail, they are responsible for repair flow, supporting with spare parts and other stock movement, including inventories.
WHAT WILL BE YOUR MISSION?
Customer Service Communications:
Sole management of the Customer Service mailbox for the boutique, answering all enquiries from clients, Client Relations Centre platforms or other boutiques.
Responsible for the Client Barometer Score and to ensure the service meets expectations.
Liaise with Customer Service platforms as needed, identifying the best line of action and following repairs/enquiries status.
Provide technical explanations of services and seamlessly manage client objections and escalations as necessary to determine client centric solutions.
Communicate regularly with boutique and wider market stakeholders to support efficient processes.
Develop a strong knowledge of Cartier creations, Care Service processes and policies.
Managing Repair Processes:
In charge of Customer Service flow, status checks and inventory for repairs and spare parts, managing any repair anomalies.
Ensure strict adherence to the Maison and Group's compliance rules.
Maintain an organised and clean workspace to ensure a professional environment.
Support to Sales and Admin Team:
Responsible for organising regular training sessions, specifically supporting new starters onboarding
Share key information related to Customer Service processes during weekly team briefs.
Welcome clients on appointment basis for complex Customer Service registration.
Support Stock Admin team with stock flows, including product transfers, counts, replenishment and deliveries.
Actively participate in general and partial inventories, ensuring accuracy and addressing discrepancies proactively.
Maison Ambassador:
Responsible for providing exceptional customer service and offering a personalised interaction as per client preferences
Comply with the high standards of Cartier sales and service while respecting Cartier Customer Service processes & policies of the Maison.
Participate in team meetings as required to support boutique strategies and to foster continuous improvement.
Implement Customer Service action plan provided by Boutique Management.
HOW WILL YOU EXPERIENCE SUCCESS WITH US?
Relevant experience in a similar role, as we are seeking someone with a a senior profile
Strong knowledge of Cartier products and services, sales abilities (Experience in watchmaking and jewellery is highly appreciated)
Excellent communication and interpersonal skills
Ability to manage stress and confidentiality
Exceptional problem-solving skills
Meticulous attention to detail
Strong organisational and time management skills
Proficiency in stock management software (SAP) and other IT systems (Microsoft and Excel)
WHAT DO WE OFFER?
At Cartier, we are proud to employ talents from diverse 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.
This position offers a predominantly Monday - Friday work pattern, with ad-hoc weekend requirements.
WHO ARE WE?
As a place where singularity thrives together, we value the uniqueness of our people, and we see the results of what we do because we are on the journey together. We recognize the richness diversity brings and we embrace a workplace where those differences can be leveraged.
We offer exciting opportunities to gain experience professionally and personally in a supportive environment which in turn inspires the Cartier creations that become icons in the world of luxury.
We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all. 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.
Quite simply, Cartier is a place like no other. Welcome to our Maison!
YOUR JOURNEY WITH US:
We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:
Initial screening call with Richemont Talent Team
Interview with the Hiring Manager
Interview with the HR Manager