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Client Relations Specialist
2 months ago
We are seeking a highly skilled and experienced Client Relations Specialist to join our team at Richemont. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients and ensuring that their needs are met in a timely and professional manner.
Key Responsibilities- Provide high-quality customer service to all Richemont brands and their clients, responding to inquiries and resolving issues in a prompt and professional manner.
- Manage the administration of daily operations, including inventory control, shipments, and return goods, to ensure seamless and efficient service delivery.
- Support Client Contact/Operations/Logistics Specialists/Supervisor with various tasks, such as providing best practices and policies, to ensure consistency and quality in our service delivery.
- Report facilities faults and follow up on action plans to ensure that our facilities are maintained to the highest standards.
- Monitor the registration of all repairs, ensuring accuracy and updating SAP as necessary.
- Place spare part orders to ensure that our clients receive the necessary support and maintenance for their products.
- Build relationships with internal and external parties by delivering resolutions and taking ownership of every scenario, ensuring that our clients are satisfied with the service they receive.
- Respond accurately within 24 hours to all inquiries, either by phone or email, to ensure that our clients receive timely and effective support.
- Ensure that any potential complaints are minimized through effective follow-up and escalation, maintaining a high level of customer satisfaction.
- Monitor boutique after-sales operations, compliance, and ensure that boutiques adhere to brand policies, quality standards, and proper procedures.
- Oversee quality control and ensure that the aftersales service provided meets customer requirements, maintaining the highest standards of quality and service delivery.
- Possess 3-5 years of experience in a client services role, ideally within the luxury industry or sales service industry.
- Exceptional communication skills and attention to detail, with the ability to deal with a high volume of incoming inquiries and respond with patience, empathy, and a problem-solving mindset.
- The ability to train and develop others, with a strong ability to de-escalate situations and manage complaints before they require escalating.
- An open mind and team spirit, with a high level of flexibility when dealing with ambiguity.
- A strong understanding of the luxury industry and the importance of delivering exceptional customer service to maintain customer loyalty and satisfaction.
Richemont is a global leader in the luxury industry, with a portfolio of prestigious brands that are renowned for their excellence and craftsmanship. We value freedom, collegiality, loyalty, and solidarity, and we foster empathy, curiosity, courage, humility, and integrity in all our employees. We care for the world we live in and strive to make a positive impact through our business practices and community engagement.
Your Journey with Us- After being shortlisted, you will receive a call from our Talent Acquisition Partner to discuss the role and for us to get to know you.
- If you are successful through this interview, you will be invited to attend an interview with our HR Manager & Client Contact and Administration Manager to assess your fit for the role.
- After this, you will then have the opportunity to meet our Head of Customer Service.
- The successful candidate will start with the business after reference and police checks are completed.
