Crm Careers in coral gables ∙ Page 1

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.

CRC Brand Ambassador - Temp

Cartier | Coral Gables, FL

Reports to: CRC Team Lead

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 provide information via phone, email, and chat. 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. Some outbound calls will be expected such as boutique warm transfers and advise clients of available orders to be collected. 

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

• Assisted sales: orders initiated by phone and/or website; this will involve a great deal of data entry and knowledge of the collections and use of storytelling trainings

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

• 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

Geographical Area Under Responsibitily: Client Relations Center, Americas (Latin America Focus)

JOB PROFILE

Education:

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

Required Experience:

• 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)
• SAP knowledge a plus
• Knowledgeable and active in 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 Friday (9am-9pm), Saturdays and Sundays (9am-6pm)
• Availability to work holidays
• Excellent verbal and written communication skills

Personal Skills:

Bilingual ambassador: Spanish and English is a must. Portuguese is a plus

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

At Richemont, We Craft the Future!