Job Description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

CRC Ambassador (Client Relations Center Ambassador)

YOUR MISSION:

The main purpose of a CRC Brand Ambassador is to provide exceptional client service and support to clients, promoting a positive brand image and ensuring high levels of client satisfaction. The Brand Ambassador will use their luxury retail sales experience and outstanding client service skills to deliver a best-in-class, state-of-the-art multichannel service experience, conveying enthusiasm and passion for the brand they support during every interaction. They will handle inbound and outbound calls, build and maintain customer relationships, and contribute to a positive team culture, fostering open communication, teamwork, and collaboration.

HOW WILL YOU MAKE AN IMPACT?

Handling all online interactions with clients

• Respond to customer inquiries via phone, email, and chat with accuracy and speed.
• Conduct outbound calls for order-related guidance, providing repair quotes, and connecting customers with boutiques.
• Compose professional and courteous emails in all communications.
• Engage with customers through the website and various online platforms, maintaining high responsiveness and engagement levels.

Phone sales and collaboration with the e-commerce team

• Drive revenue growth and achieve targets by leveraging luxury retail sales experience and excellent phone sales skills.
• Identify and execute up-selling and cross-selling opportunities.
• Collaborate with the e-commerce team to deliver a consistent customer experience across all channels, including phone sales and online sales.
• Stay up-to-date on the latest information regarding products, services, promotions, and best practices.
• Participate in training, team meetings, and coaching sessions to enhance phone sales techniques and e-commerce-related knowledge.
• Strive to achieve phone sales targets and customer experience metric goals.

Client Satisfaction and Teamwork

• Identify the severity of customer complaints and claims and escalate appropriately for resolution when necessary.
• Collaborate closely with relevant departments to resolve customer issues.
• Build and maintain customer relationships through excellent communication and interpersonal skills.
• Secure customer repurchase and high retention rates.
• Participate in team meetings, training sessions, and coaching sessions as needed.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Min 2~3 years of contact center/customer service environment, luxury or retail industry experience
• University degree (at least AAS (전문학사) or Bachelor's (학사) degree required)
• SAP, Salesforce experience preferred
• Experience in eCommerce, especially in the luxury retail sector preferred
• Knowledge and enthusiasm for luxury brand market segment (Jewelry, Watch or fashion category etc.)
• Excellent verbal and written communication skills
• Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task daily between those tools.
• Act as a team player, collaborative people
• Preferred customer service-related certifications holder

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