CRC Brand Ambassador

Richemont•Miami, FL

17d

About The Position

The Brand Ambassador at the Client Relations Center delivers exceptional service to internal and external customers through phone, email, chat, social media, and other channels. The role requires luxury retail sales experience, outstanding customer service, and the ability to communicate enthusiasm and passion for the supported brands. The ambassador builds lasting client relationships, supports assisted sales and clienteling, and serves as an expert on the Maison’s products, history, and service policies. They also guide clients through repairs, returns, exchanges, and related inquiries while setting clear expectations and following through.

Requirements

At least 3 years of experience in a contact center, customer service, or retail environment, or an equivalent combination of education and experience.
Bilingual proficiency in Spanish and English is required.
Flexible availability Monday through Sunday between 8 a.m. and 9 p.m.; hours may change.
Availability to work all holidays.
Ability to travel as required.
Excellent verbal and written communication skills.
Strong computer literacy and technical agility to learn multiple systems and applications.
Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and Outlook.
Maturity, poise, sound business judgment, and change-management skills when working with luxury and demanding clients.
Understanding of formal and informal etiquette and culturally relevant manners.
Organized, efficient, detail-oriented, self-sufficient, proactive, positive, and a strong team player.
Ability to learn quickly and adapt to new information and processes.

Nice To Haves

Bachelor’s degree, especially in Fashion, Retail, or a related field.
Experience in eCommerce, preferably in luxury retail.
Knowledge of and enthusiasm for the luxury market, including fashion and jewelry.
Ability to absorb extensive information about brand history, product offerings, and communications and advertising programs.
SAP and/or Salesforce experience.
Portuguese language skills.

Responsibilities

Handle inbound calls and greet customers in a timely, professional, and engaging manner.
Respond elegantly to customer inquiries through email, social media, and other channels while meeting service expectations.
Build lasting customer relationships through first-call resolution and ownership of each scenario.
Support assisted sales for orders initiated by phone or website, including data entry and use of collection knowledge and storytelling.
Make proactive outbound calls for clienteling, milestone celebrations, product launches, and service updates.
Continuously develop product knowledge and apply Maison storytelling to provide contextual, value-adding recommendations.
Use selling and negotiating skills, overcome objections, ask probing questions, and drive appropriate cross-selling and upselling.
Maintain composure during high-volume or complex situations and escalate cases thoughtfully and precisely.
Answer customer inquiries and guide clients through repairs, repair status, timelines, estimates, returns, exchanges, and service policies.
Set clear expectations and follow through with clients.