Job Description
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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Your responsibilities will include:
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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 strong understanding of Cartier Service Policies with the ability to execute/implement these policies to provide a Maisonappropriate clientexperience
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Ability to 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 solution-oriented mindset.
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Apply client experience guidelines and technicalexpertiseto share recommendations with client about service and product sales (straps, links)
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Ability to partner with Boutique colleagues on sales (accessories,watchesand jewellery
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Core Operation Support
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Coordinate with Client Service Administrator and workshops to ensureaccurateexecution 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 andcomply withCartier security and operational procedures (i.e. product handling, inventory control, etc).
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Step in to support Client Service Administrator tasks whenrequiredto ensure service continuity during peak periods.
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HOW WILL YOU EXPERIENCE SUCCESS WITH US?
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At Cartier, we know that passion andexpertiseare the sparks that create extraordinary success. As a Client ServiceAssociate, you will bring:
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Robust 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 whilemaintainingattention 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 fast-paced retail store environment
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HOW DO WE KEEP YOU SMILING?
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The opportunity torepresenta 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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📌 Client Service Associate (New South Wales)
🏢 Richemont
📍 New South Wales