Job Description

Your Mission

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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.

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How will you make an impact?

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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.

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Client Engagement and Service Excellence

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

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- Coordinate with the Client Service Administrator and workshops to ensure accurate execution of repair orders.
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- Ensure service documentation, approvals, and handovers are completed accurately.
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- Contribute to service excellence KPIs (Barometer, client satisfaction).
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- Understand and comply with Cartier security and operational procedures (product handling, inventory control, etc.).
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- Step in to support Client Service Administrator tasks when required to ensure service continuity during peak periods.
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Qualifications

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

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

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

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📌 Client Service Associate (Victoria)
🏢 Cartier
📍 Victoria