Cartier Brand Ambassador - LATAM

At Cartier North America, 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.

CARTIER BRAND AMBASSADOR

PRIMARY DUTIES

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 be located in a best in class, state of the art, Multichannel Customer Care environment providing information via phone and email. 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.

KEY RESPONSIBILITIES

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

• Provide written responses to customers’ inquiries via Email, meeting our service expectations in each conversation.

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

• Process merchandise orders initiated by phone and/or website; this will involve a great deal of data entry

• Consistently seek new product knowledge to act as an expert for assigned brand

• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales

• Access Facebook pages for each brand on a regular basis to stay abreast of launches and campaigns

• In the future, potentially use Social Media monitoring platform to view relevant conversations about the brands and respond/react to inquiries when necessary

• Answer a wide variety of customer inquiries, including where to send items for repair, status of repairs, cost estimates, service diagnosis, and timelines

  
  

JOB PROFILE

Education:

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

Required Experience:

• Bilingual in Portuguese, and English with Spanish being a plus
• 3+ years in contact center/customer service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

Technical Skills / Abilities:

• Experience in eCommerce, especially in the luxury retail sector preferred
• Proficiency with Microsoft Office Product Suite (Word, Excel, PowerPoint, Outlook)
• Experience using Brightware, Liveperson or other comparable Email and Chat management tools a plus
• SAP knowledge a plus
• Foreign language a plus
• Knowledgeable and active in the Social Media channels (Facebook, Twitter, Blogs)
• Knowledge and enthusiasm for luxury brand market segment (fashion, jewelry, etc.)
• Must display a high level of maturity, poise, sound business judgement, and change management to work with luxury and exceptionally demanding clients.
• Quick learning who can absorb extensive information on our brands’ history, product offerings and communications/advertising program
• Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools.
• Flexible and availability to work within these hours of operation: Monday thru Saturday (9am-9pm) on 8 hours shifts.
• Flexibility to work holidays
• Excellent verbal and written communication skills