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.
The Brand Ambassador serves as the primary contact for eCommerce clients, representing Richemont Brands across various communication channels (telephone, email, social media, etc). This role handles service, sales, and after-sales requests, ensuring adherence to Richemont Quality Standards and embodying our Maisons’ identity and vision. The Brand Ambassador delivers personalized luxury service, accommodating customer inquiries and sales needs in a demanding environment.
KEY RESPONSIBILITIES
I. Client Interaction & Service Management
- Manage inbound and outbound customer interactions, providing brand information, collecting client feedback, and answer diverse customer inquiries regarding product availability, characteristics, and service.
- Cultivate client relationships through exceptional service and personalized clienteling plans.
- Collaborate with the Customer Service team for repairs and after-sales.
II. Sales & Commercial Performance
- Drive sales and achieve objectives through professional client interactions across all channels.
- Utilize selling and negotiation skills to understand client needs and close sales.
III. Data & System Operations
- Process data accurately in systems, adhering to group data security policies.
- Escalate emergency system issues and report findings for system improvement to the team leader.
- Support usability and user acceptance testing for digital platforms, reporting system improvements.
IV. Market & Brand Knowledge
- Stay updated on Maison & Group activities (events, CRM, media) to engage clients.
- Maintain general knowledge of competitors.
V. Professional Conduct & Feedback
- Adhere to company policies and procedures, maintaining a professional Group image.
- Identify and report client satisfaction trends to the team leader.
SKILLS
- Fluent in English, Cantonese and Mandarin, with good command of written Chinese and English
- Customer service and sales oriented.
- Conscientious, patient, flexible, polite, and a keen team player.
PROFILE
- Experience in retail sales or customer service in the luxury industry, or
- Experience in contact center/e-commerce related activities
- PC Literacy: MS Office, reporting and other Client Relation Centre tools such as Salesforce and SAP CRM are preferred.
- Ability to work flexible shifts
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