Service Advisor - Fifth Avenue Mansion

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

Service Advisor

Cartier | Fifth Avenue Mansion

Reports to: Service Salon

 

JOB MISSION

As an Ambassador of client service and communication for the Maison, he/she is responsible for providing advice and technical explanations and responses to clients as it pertains to the servicing of merchandise. He/she will provide after-sales service resolutions/solutions that meet  and/or exceed clients’ expectations, to ensure the highest level of client experience. 

 

KEY RESPONSIBILITIES

Client Service and Client Communication:                     

• Responsible for delivering a warm and gracious welcome  with each client while exhibiting Maison values and exceeding client experience expectations
• Meet and/or exceed service time frames and client expectations for Maison appropriate follow-up to service
• Must understand the client’s needs and identify and discuss appropriate solutions
• Ability to communicate and respond to clients inquiry based on strong knowledge of technical explanations of service
• Possess a strong understanding of  Cartier Service Policies with the ability to execute/implement these policies to provide a Maison appropriate client experience
• Ability to perform basic product services - strap changes, bracelet sizing (non-gold,) steam cleaning and cord changes. 

Sales:

• Uphold the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements.
• Apply client experience guidelines and technical expertise to share recommendations with client about service and product sales (straps, links)
• Ability to partner with Boutique colleagues on sales (accessories, watches and jewelry)

Daily Operational Support:

• Understand and comply with Cartier security and operational procedures (i.e. product handling, inventory control, etc.).
• Must partner and assist with Boutique daily set up and break down for opening/closing
• Assist with Boutique projects as needed (inventory, organization, restocking of suppliess)
• Assist in the merchandising and overall daily maintenance of the cases (i.e. maintain proper visual standards; product maintenance and understock organization)

 

KEY SKILLS

Education:

• College degree preferred.

 

Required Experience:

• 2 to 5 years of previous experience in luxury retail, service or hospitality environment.
• General knowledge of timepiece movements and Jewellery preferred.

 

Technical Skills:

• Must be available to work retail hours including weekends.
• Ability to work in a fast-paced retail store environment.
• Computer and internet savvy.
• MS Office experience required, SAP knowledge preferred.

 

Personal Skills:

• Additional language skills (Mandarin, Portuguese, Russian) are a plus.
• Excellent interpersonal and communication skills are required.
• Strong understanding of Customer Service needs and Customer (internal and external) priorities.
• Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision.
• Ability to project an approachable and professional image in personal appearance, manner, and demeanor.

 

We Offer 

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance o