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.

Your responsibilities will include:

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 Maisonappropriate clientexperience

Ability to 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 solution-oriented mindset.

Apply client experience guidelines and technicalexpertiseto share recommendations with client about service and product sales (straps, links)

Ability to partner with Boutique colleagues on sales (accessories,watchesand jewellery

Core Operation Support





Coordinate with Client Service Administrator and workshops to ensureaccurateexecution of repair orders.

Ensure service documentation, approvals, and handovers are completed accurately.

Contribute to service excellence KPIs (Barometer, client satisfaction).

Understand andcomply withCartier security and operational procedures (i.e. product handling, inventory control, etc).

Step in to support Client Service Administrator tasks whenrequiredto ensure service continuity during peak periods.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

At Cartier, we know that passion andexpertiseare the sparks that create extraordinary success. As a Client ServiceAssociate, you will bring:

Strong 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 whilemaintainingattention 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

HOW DO WE KEEP YOU SMILING?

The chance torepresenta 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.

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📌 Client Service Associate (New South Wales)
🏢 Richemont
📍 New South Wales