Description
Richemont, one of the world's leading luxury goods companies, operates several prestigious Houses specializing in high-end jewelry, watches, and accessories. The Brand Ambassador will serve as the primary contact for eCommerce clients, representing Richemont brands across multiple communication channels.
Job Summary: The Brand Ambassador delivers personalized luxury service, handling customer inquiries, sales, and after-sales requests while upholding Richemont's Quality Standards and embodying the unique identity and vision of its Maisons.
Key Responsibilities:
- Client Interaction & Service Management:
Manage inbound and outbound customer interactions, provide brand information, collect client feedback, and respond to diverse customer inquiries. Cultivate client relationships through exceptional service and personalized clienteling plans. Collaborate with the Customer Service team for repairs and after-sales.
- 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.
- 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.
- Market & Brand Knowledge:
Stay updated on Maison & Group activities to engage clients effectively. Maintain general knowledge of competitors.
- Professional Conduct & Feedback:
Adhere to company policies and procedures, maintaining a professional Group image. Identify and report client satisfaction trends to the team leader.
Requirements:
- Fluent in English, Cantonese, and Mandarin, with good command of written Chinese and English.
- Customer service and sales oriented, with a conscientious, patient, flexible, polite, and team-oriented attitude.
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.