MAIN PURPOSE

CRC Ambassador will handle all customer service, sales and after sales requests according to Cartier Quality Standards on all channels. With excellent communications skills, CRC Ambassador is able to accommodate all customer requests, including service requests and sales inquiries, understand customer's needs, help on placing orders, and handle customer's feedback/complaints if any to improve their satisfaction.

KEY RESPONSIBILITIES

• Handle inbound and outbound customer contacts via telephone, e-mail, T-mall online chat, WeChat and other (social) media;
• Take care of order management, follow up with shipping status, timely handle abnormal / unexpected circumstance if any with logistics;
• Collaborate with the Group's Customer Service team for maintenance, repairs and after-sales service requests in a timely and effective way, take ownership to follow up cases, identify trends in customer satisfaction or dissatisfaction and report findings to the team leader;
• Get familiar with the platform rules/guidelines. Accurately process all required data/information in appropriate system/tools
• Follow company policies and procedures as outlined and represent maison in a professional image at all times
• Conduct CRM related activities and tasks to make good relationship with clients.

QUALIFICATIONS

• 2-4 years' experience in retail sales or customer service in the luxury /high-end goods domain, or 2-4 years' experience in contact center, Tmall online service or e-com related activities.
• Customer service oriented. Conscientious, patient, flexible, polite, exquisite, willing to learn, team player.
• Excellent verbal and written communication skills;
• PC literate, typing speed: 60 characters per min or above.
• Flexibility with working in shifts, and work on weekend and holidays if required.