CRC Brand Ambassador

Richemont•Miami, FL

19d

About The Position

The Brand Ambassador at Cartier’s Client Relations Center delivers exceptional service to internal and external customers through phone, email, chat, social media, and other channels. The role responds to customer inquiries, supports assisted sales and order placement, and builds lasting client relationships through responsive, professional service. The ambassador represents the Maison with enthusiasm, applies product knowledge and brand storytelling, and provides contextual recommendations to enhance the customer experience. The position also includes proactive clienteling, sales and service support, and guidance on repairs, repair status, timelines, estimates, returns, exchanges, and service policies. The ambassador is expected to take ownership of customer situations, seek first-call resolution, meet service expectations, and escalate complex cases appropriately. The job description notes that assigned duties may be amended at the employer’s discretion.

Requirements

At least 3 years of experience in a contact center, customer service, or retail environment, or an equivalent combination of education and experience.
Fluency in Spanish and English is required.
Experience in eCommerce, preferably in luxury retail.
Knowledge of and enthusiasm for the luxury market, such as fashion or jewelry.
Ability to absorb extensive information about brand history, product offerings, and communications and advertising programs.
Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and Outlook.
Strong computer literacy and technical agility to learn multiple systems and applications, and ability to multitask across tools and platforms.
Maturity, poise, sound business judgment, and change-management skills when working with luxury and highly demanding clients.
Excellent verbal and written communication skills.
Understanding of formal and informal etiquette and culturally relevant manners.
Organized, efficient, and detail-oriented approach to daily operations.
Self-sufficient, proactive, positive attitude, and strong teamwork skills.
Ability to learn quickly and adapt to new information and processes.
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.

Nice To Haves

Bachelor’s degree, especially in Fashion, Retail, or a related field.
SAP and/or Salesforce experience.
Portuguese language skills.

Responsibilities

Handle inbound calls and greet customers promptly, professionally, and engagingly.
Respond elegantly to customer inquiries by email, social media, and other channels while meeting service expectations.
Build lasting customer relationships by pursuing first-call resolution and taking ownership of each scenario.
Support assisted sales and 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.
Develop product knowledge and apply Maison storytelling and expertise to make contextual, value-adding recommendations.
Use selling and negotiating skills to overcome objections, ask probing questions, close sales, and make tasteful cross-sell and upsell recommendations.
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 policy clarifications.
Set clear expectations and follow through with clients.