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Client Service Associate
Reference Code: 84061
Client Service Associate
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.
He/she is an ambassador of excellence in Service & Operation, managing all the Client Service activity. The CS Associate must demonstrate a high level of experience and practical application of the brand policies and procedures. He/she always adopt a solution-oriented mindset.
Role overview:
- 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 systems
- 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
- 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
- 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…) General Information
Your background:
- Excellent verbal and written communication skills
- Strong interpersonal skills; empathy, confidence, patience, team-player
- 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
