Client Service Associate
Core
Primary point of contact for clients delivering high-touch aftersales service, managing the end-to-end repair journey from intake to resolution for luxury watches and jewelry.
Role type
Client Service Associate (Luxury Retail Aftersales)
Builds
Seamless client service experiences and repair execution for Cartier and Richemont Maison clients.
Domain
Luxury goods (watches, jewelry, high-end accessories) retail and service operations.
Deliverable
client delivery
Required skills
Client relationship management, repair process knowledge, on-site quick service execution, escalation handling, commercial awareness, cross-functional collaboration, retail operations management.
Preferred skills
Technical expertise in watch/jewelry repair, sales acumen, emotional intelligence, multi-case management.
Technologies
Cartier Service Policies, inventory control systems, service documentation tools.
Responsibilities
Manage client communications throughout the repair lifecycle (intake, diagnosis, quotation, updates, pickup), perform on-site quick services (strap changes, sizing, cleaning, engraving), handle complex client escalations, coordinate with workshops and administrators, contribute to service excellence KPIs, support sales of accessories and watches.
Seniority
Individual Contributor, entry-to-mid level retail associate.