Client Relations Specialist

3 days ago

Sydney, New South Wales, Australia Richemont Australia Pty Ltd Full time $60,000 - $100,000 per year

Company description:

Richemont owns some of the world's leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons' values, through a process of continuous creativity.

Job description:

We are looking for an experienced Client Relations Specialist to join the team within Richemont Oceania, based in our Sydney CBD office.

Reporting to Client Contact & Administration Manager the Client Relations Specialist will support Customer Service Administration and Workshop teams, ensuring excellent service for Richemont Maison's and customers.

If you are a proven Client Relations Specialist with a heart for luxury retail, we welcome you to apply now

HOW WILL YOU MAKE AN IMPACT?

KEY RESPONSIBILITIES

  • Register and manage repairs in the system
  • Prepare cost estimates and invoices
  • Order spare parts/ consumables, follow-up on deliveries/delays and manage returns
  • Liaise with Boutiques and Logistics for repairs to be sent to third parties and/or overseas
  • Follow-up on repair status with all relevant stakeholders (Boutiques, third parties, overseas...)
  • Maintain and communicate end-of-repair date
  • Monitor service quality
  • Participate in stock-take
  • Provide support and communication to Internal and External network on processes, policies and systems
  • Identify training needs, develop curriculum, and coordinate training sessions
  • Visit Boutiques regularly
  • Escalate immediately all issues to management when situation may affect health and safety, process/system compliance, performance, Client satisfaction
  • Participate to projects and initiatives to improve/achieve performance objectives
  • Perform any other ad-hoc admin duties

KEY INDICATORS

  • Leadtime Performance (Maison's' objective)
  • Leadtime Service Level (Client communication)
  • Quality Performance (multiple returns, repair warranty, complaint cases)
  • Client satisfaction (Net Promoter Score and Client Barometer)

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

  • Excellent PC skills, SAP knowledge is a plus
  • Superior listening, verbal and written skills
  • Excellent analytical, organizational, and interpersonal skills
  • Creative candidate with positive, proactive and willing to learn attitude
  • Multi-tasking ability
  • Attention to detail and focus on big picture
  • Working well with others or alone in a fast-paced working environment
  • Good team player

WHAT MAKES OUR GROUP DIFFERENT?

Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential.

  • 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 for us to get to know you.
  • If you are successful through the phone interview, you will be invited to attend an interview with our Client Contact & Administration Manager for Richemont Oceania to assess your fit for the role
  • After this you will then have the opportunity to meet our HR Manager & Head of Customer Service who will share insights on our team dynamics and our company culture.
  • If your interviews are successful, you'll commence your journey after all required pre-employment screenings (including police checks) have been successfully completed.

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