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Client Relations Specialist

2 months ago

Sydney, New South Wales, Australia Richemont Full time
{"title": "Customer Service Excellence", "content": "Make a Lasting Impact

As a Client Relations Specialist at Richemont, you will be the face of our brand, delivering exceptional customer service to our esteemed clients. Your attention to detail, solutions-oriented approach, and high level of professionalism will ensure that every interaction is a positive one.

Key Responsibilities
  • Provide top-notch customer service to Richemont brands and their clients, ensuring accuracy, timeliness, and friendliness.
  • Manage daily operations, including inventory control, shipments, and return goods, with precision and efficiency.
  • Support Client Contact/Operations/Logistics Specialists/Supervisor with various tasks, such as enquiries, best practices, and policies.
  • Report facilities faults and follow up on action plans, ensuring seamless operations.
  • Monitor repairs, ensure accuracy, and update SAP when necessary.
  • Place spare part orders, ensuring timely delivery.
  • Build relationships with internal and external parties, delivering resolutions and taking ownership of every scenario.
  • Respond accurately within 24 hours to all enquiries, either by phone or email.
  • Minimize potential complaints through effective follow-up and escalation.
  • Monitor boutique after-sales operations, compliance, and ensure boutiques adhere to brand policies, quality standards, and proper procedures.
  • Oversee quality control, ensuring aftersales service meets customer requirements.
Requirements
  • 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.
  • Ability to deal with a high volume of incoming emails and queries, responding with patience, empathy, and a problem-solving mindset.
  • Training experience highly regarded, but not essential.
  • Strong ability to deescalate situations and manage complaints before escalating.
  • Open mind and team spirit, with a high level of flexibility when dealing with ambiguity.
Our Group's Values
  • We value freedom, collegiality, loyalty, and solidarity.
  • We foster empathy, curiosity, courage, humility, and integrity.
  • We care for the world we live in.
Your Journey with Us
  • After being shortlisted, you will receive a call from our Talent Acquisition Partner to discuss the role and get to know you.
  • If successful, 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 meet our Head of Customer Service.
  • The successful candidate will start with the business after reference and police checks are completed.
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