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Client Service Admin
Reference Code: 66781
Client Service Admin
Dubai, DU, AE
Permanent
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 8,500+ colleagues of 90 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.
As Client Service Admin you will be an ambassador of excellence in Service & Operation, managing all the Client Service Administration activity.
The CS Admin must demonstrate a high level of experience and practical application of the Brand policies and procedures. He/she always adopt a solution-oriented mindset.
CLIENT SERVICE OPERATIONS:
- Ensure the registration of all repair order on IRIS system
- Check the client eligibility to FOC programs
- Identify and check spare part availability on the system
- Handle with admin team the boutique stock repair and sticker maintenance
- Organize the transfer to the relevant repair location
- Follow-up with on the repair lead-time with the relevant team
- Organize the repair delivery via FedEx and manage remote payment
- Ensure Quality Check upon repair reception
- Coordinate with other boutiques regarding estimate approval or repair collection
- Process product exchange related to after-sales
- Support the SA team on CS policies/procedure/repair feasibility
- Support the SA team on the floor when required (CS clients)
- Brief boutique teams on CS updates (new projects, services, activations…)
- Support Dubai Mall CS Team (repair delivery, collection call, lead-time update…)
- Ensure coordination with Call Center on CS topics
- Be proficient in Cartier operation systems (Wise, NSI/IRIS, Kering portal…)
- Ensure smooth and clear communication with all the stakeholders
- RCS RELATIONSHIP MANAGEMENT:
- Build and ensure strong relationship with RCS workshop technician and Operation platform regarding the repair quality, lead delay and Cartier rules and policies
- Be part of the monthly meeting with workshop technician to align on repair performance and new services (lead time, quality check, CS program, personalization…)
SKILLS:
- Excellent verbal and written communication skills
- Strong interpersonal skills; empathy, confidence, patience, team-player
- Leadership skills
- Ability to prioritize in a high traffic environment and work under pressure
- Strong solution-driver, client-focused
- Reliable and flexible
- Accurate, organized and efficient
- Good knowledge of MS Office and after-sales system
