Brand Ambassador - Jaeger LeCoultre

• Assist clients with excellent customer service needs, maintaining the brand's high standards
• Provide Maison spirit written responses to customers’ inquiries via email, chat, and social media
• Ensure the client’s experience remains consistent throughout the process of sales and after-sales
• Drive sales through professional and courteous client interactions. Handle all inbound calls and greet all customers in a timely, professional, and engaging manner
• Processes need to be consistently followed such as, proactively reporting any operational issues or risks
• Ensure sales transactions are processed in accordance with required internal procedures using the systems provided
• Drive sales through professional and courteous client interactions. Handle all inbound calls and greet all customers in a timely, professional, and engaging manner.

• Resolve client challenges with the highest professionalism, promptly and successfully by investigating problems, developing solutions, and making appropriate recommendations to HQ partners
• Build lasting relationships with customers by delivering first-call resolution and taking ownership of every scenario
• Ensure daily client outreach and a confidence for providing outbound calls to cultivate a strong client relationship.
• Partnering with Manager to strategize a daily/weekly/monthly follow up game plan
• Assist with special projects, as needed (i.e. testing, initiatives supporting boutique network, outbound clienteling initiatives, etc.)
• Consistently and accurately capture client data for relationship building, effectively utilizing the tools that are available. Posses comfort with outbound calls to continue client relationships
• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain an understanding of client needs and motivations

• Maintain a high knowledge of all products of Jaeger-LeCoultre as well as competition
• Apply Welcome to La Grande Maison Training in all aspects of sales and client services
• Actively take part in training provided by the Maison, self-learning, RNA performance, and compliance modules
• Understand and comply with all security and operational policies and procedures for the Group, Maison and CRC
• Proactively gather feedback and provide innovative insight to Group and Maison management based off the case-by-case scenarios

• Must have a strong level of communication across multiple channels and with local and global partners
• Ability to gather feedback and provide innovative insight to management based off case by case scenarios
• Be proactive in building strong synergies and collaboration with the Boutique network as well as HQ Brand Partners to offer seamless experience to our clients
• Provide and be open to constructive input for further development of yourself, your team and our department

• Experience in eCommerce, luxury retail sector with a watchmaking background preferred.
• Must display a high level of maturity, poise, and sound business judgment to work with luxury while prioritizing clients’ needs.
• Ability to quickly absorb extensive information on our brands’ history, product offerings, and communications/advertising program
• Being able to prioritize case management within different running systems.
• Strong verbal/ written communication.
• Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools.
• Proficiency with Microsoft Office
• Experience using Salesforce, CRM, or other comparable email and chat management tools a plus
• Additional preferred abilities include:
  • SAP knowledge
  • Social media experience
  • Comfort with virtual and video-based client interactions and sales
  • Strong people and change agility as a requirement. Ability to speak multiple languages is a plus.
  
  

• Excellent verbal and written communication skills
• Client-focused
  • A passion to assist, whether with clients, internal partners, developing teams
  • Developing, promoting, and communicating empathy for clients and partners
  • Ability to handle highly sensitive clients and situations while staying solution oriented
  • Strong understanding of formal and informal etiquette and manners

• Organized and efficient for day-to-day operations
• Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player with ability to communicate with Radical Candor
• Willingness to work flexible working hours that fit business needs