Your Mission

The Client Service Associate is the primary point of contact for clients, delivering a seamless, high‑touch aftersales experience. This role owns the end‑to‑end client journey from intake to resolution, ensuring service excellence, commercial alignment, and brand standards are consistently upheld.

How will you make an impact?

As a Client Service Associate, you will be the face of the Maison’s aftersales service, managing client relationships and orchestrating repair journeys with empathy, precision, and commercial awareness.

Client Engagement and Service Excellence

- Serve as the main point of contact for clients throughout the aftersales journey (intake, diagnosis, quotation, approval, service update, and pick up).
- Clearly explain repair processes, timelines, costs, and expectations to clients, ensuring transparency and trust.
- Manage client communications proactively (updates, follow‑ups, delays, approvals).
- Possess a strong understanding of Cartier Service Policies with the ability to execute/implement these policies to provide a Maison‑appropriate client experience.
- Perform on‑site quick services such as strap changes, bracelet sizing (non‑gold), steam cleaning, cord changes, engraving & embossing.
- Handle escalations and complex client situations with professionalism and a solution‑oriented mindset.
- Apply client experience guidelines and technical expertise to share recommendations with clients about service and product sales (straps, links).
- Partner with Boutique colleagues on sales (accessories, watches, and jewellery).

Core Operation Support

- Coordinate with the Client Service Administrator and workshops to ensure accurate execution of repair orders.
- Ensure service documentation, approvals, and handovers are completed accurately.




- Contribute to service excellence KPIs (Barometer, client satisfaction).
- Understand and comply with Cartier security and operational procedures (product handling, inventory control, etc.).
- Step in to support Client Service Administrator tasks when required to ensure service continuity during peak periods.

Qualifications

- Solid client‑facing communication and relationship management skills.
- Sound judgement to assess repair scope and intervention type.
- High emotional intelligence and service mindset.
- Ability to manage multiple cases while maintaining attention to detail.
- Commercial awareness to balance client experience, cost control, and Maison standards.
- Collaborative mindset to work cross‑functionally with boutiques, workshops, and HQ teams.
- Available to work retail hours including weekends in a fast‑paced retail store environment.

Benefits

- The opportunity to represent a prestigious Maison and deliver meaningful client experiences.
- A supportive team environment where collaboration and shared success are valued.
- Exposure to luxury craftsmanship and technical repair processes.
- Clear development pathways in sales & service operations, and luxury retail.

Application Process

- Step 1: Submit your application.
- Step 2: If your profile aligns, you will receive a call from our TA team.
- Step 3: Following a successful screening, you will be invited to in‑person interviews with boutique management and HR.
- Step 4: The final candidate(s) will be invited to meet with the Commercial Director.
- Step 5: With successful interviews completed and contingent upon successful pre‑employment checks, you will begin your journey with us.

Ignite your passion for luxury and make a meaningful impact at Cartier – apply now!

#J-18808-Ljbffr

📌 Client Service Associate (Melbourne)
🏢 Cartier
📍 Melbourne