Job Description

Title:                              Client Service Administrator position 
Work location:                Icon Siam 
   
Working Day & Time:      6 days per week / 8 hours per shift and relate with open-closed store and Store manager
Period:                            PermanentSalary:                            base salary 45,000-50,000THB (Negotiable from experiences)
 
 
MAIN PURPOSE:

As a member within a client service team in a boutique, he/she advises the clients and responds to clients requests while constantly getting their satisfaction and loyalty and meeting excellence service standards. He/she is also in charge of CS administration of the boutique in coordinating and ensuring all notifications from registration to payment, including follow-up, control and analysis.

 

KEY RESPONSIBILITIES:

Key responsibility 1: Maison Ambassador

• Upholds the ideals of the Cartier Client Experience with a clear understanding of luxury service requirements
  
• Embodies the excellence of the service. Responsible for welcoming each client, offering a personal interaction.
  
• Complies with the high standards of Cartier sales and service.  Respecting and applying the Cartier CS rules, process & policies of the Maison.
  
• Implements Customer Service action plan provided by Retail Management.
  

Key responsibility 2: Client Satisfaction and technical advisor

• Understand the client's request and find proper solutions to satisfy their needs.
  
• Explain, in client friendly wording, technical explanations of service. Comfortable working through client objections to mandatory vs. optional services
  
• Ensures regular communication with boutique watchmakers and seamless process in place
  
• Strong knowledge of Cartier creations, solutions, and service policies.
  
• Constantly deals with Retail and Client team in order to find solutions vs. customer issues
  

Key responsibility 3: RO’s / Clients & notifications management

• Creates and attributes the notification to a boutique or workshop / repair center.
  
• Controls of the notification recorded by boutique staff
  
• Key-in, generate cost estimates, and contact clients directly about the status of the repair (spare part shortage, repair ready for collection…)
  
• Follow-up the clients’ files in cooperation with the boutique staff, watchmaker, or/and the jeweler. Controls files’ status and lead-times with anomaly report
  
• Files, organizes and maintains all documents related to Sales, Stock, Transfers, repairs & other boutique documents.
  

Key responsibility 4: Stock Management

• Stock follow-up & inventories (ROs, spare parts, leather strap, etc.)
  
• Stock (daily): prepare orders and place orders for boutique repairs, deliveries follow-up.
  
• Stock management: orders, follow-up, receiving, & inventories
  
• Deliveries: transfers registrations, transfers to platform, and receptions from Repair centers
  

Key responsibility 5: Ensure the follow-up of the main indicators linked to after-sales service

• Ensures proper client data capturing
  
• Enhances customer satisfaction by informing the clients, minimizing delay, and reducing complaints.
  
• Monitor daily report and control delays (lead time KPI)
  
• Contributes to after sales turnover in reducing return unrepaired rate, discounts and gratuities.
  

Qualifications

Qualification and Requirements:

• Bachelor’s degree with 2-3 years of Client service experience in Luxury Brand
  
• Experience in watchmaking and jewelry highly appreciated
  
• Excellent verbal and written communication skills. Fluent English, third language is a plus
  
• Good interpersonal skills, strong solution driver, client focused and good team-player
  
• Emphasis on details and the ability to handle multiple tasks simultaneously
  
• Good Knowledge of MS Office, SAP knowledge is a plus