Client Service Administrator

6 days ago

กรงเทพมหานคร, Thailand Cartier Full time

Reference Code: 100832**Client Service Administrator**:

- Bangkok, 10, TH- PermanentThe 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.

**MAIN PURPOSE**

As a member within a client service team in boutique, he/she advises the clients and responds to clients requests while getting constantly their satisfaction and loyalty and meeting excellence service standards. He/she is also in charge CS administration of the boutique in coordinating and ensuring all notifications from registration to payment, including follow-up, control and analysis.

**KEY RESPONSIBILITIES**

**Key responsibility 1: Maison Ambassador**
- Upholds the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements
- Embodies the excellence of the service. Responsible for welcoming each client, offering a personal interaction.
- Implements Customer Service action plan provided by Retail Management.

**Key responsibility 2: Client Satisfaction and technical advisor**
- Understand the client request and find proper solutions to satisfy their needs.
- Explain, in client friendly wording, technical explanations of service. Comfortable working through client objections to mandatory vs. optional services
- Ensures regular communication with boutique watchmaker and seamless process in place
- Strong knowledge of Cartier creations, solutions, and service policies.
- Constantly deals with Retail and Client team in order to find solutions vs. customer issues

**Key responsibility 3: RO’s / Clients & notifications management**
- Creates and attributes the notification to boutique or workshop / repair center.
- Controls of the notification recorded by boutique staff
- Key-in, generate cost estimate, and contact clients directly about the status of the repair (spare part shortage, repair ready for collection )
- 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
- Files, organizes and maintains all documents related to Sales, Stock, Transfers, repairs & other boutique documents.

**Key responsibility 4: Stock Management**
- Stock follow-up & inventories (ROs, spare parts, leather strap, etc.)
- Stock (daily): prepare orders and place orders for in boutique repairs, deliveries follow-up.
- Stock management: orders, follow-up, receiving, & inventories
- Deliveries: transfers registrations, transfers to platform, and receptions from Repair centers

**Key responsibility 5: Ensure the follow-up of the main indicators linked to after-sales service**
- Ensures proper client data capturing
- Enhances customer satisfaction by informing the clients, minimizing delay, and reducing complaints.
- Monitor daily report and control delays (leadtime KPI)
- Contributes to after sales turnover in reducing return unrepaired rate, discounts and gratuities.

**Qualifications**
- Bachelor’s degree with 2-3 years of Client service experience in Luxury Brand
- Experience in watchmaking and jewellery highly appreciated
- Excellent verbal and written communication skills. Fluent English, third language is a plus
- Good interpersonal skills, strong solution driver, client focused and good team-player
- Emphasis on details and the ability to handle multiple tasks simultaneously
- Good Knowledge of MS Office, SAP knowledge is a plus

**PERSONAL DATA COLLECTION STATEMENT**

Your Personal Data may be provided to our Group and any subsidiary company of our Group, and/or any internal/external trusted service providers in Thailand and outside of Thailand authorized to process the information for the Purposes.

If you provide the personal data of any third partis to Richemont (including, for example, your previous employer), you agree that you have obtained their authorisation for Richemont to use the information for the Purposes.

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