Phone Operator Job Vacancy in Cartier New York, NY – Latest Jobs in New York, NY

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Full Details :
Company Name : Cartier
Location : New York, NY
Position : Phone Operator

Job Description : Reference Code: 59661
Phone Operator
New York, NY, US
Fixed Term
The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 8,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.
At Cartier North America, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

BRAND AMBASSADOR/PHONE OPERATOR – CARTIER MANSION, NEW YORK

KEY RESPONSIBILITIES
The Brand Ambassador/Phone Operator at the Cartier Mansion is responsible for delivering an exceptional customer service experience while also meeting or exceeding KPIs, SLAs, and other objectives.
CLIENT SUPPORT & BUSINESS DEVELOPMENT:
Support inbound calls, emails, chat, and social media interactions in a timely, professional, and engaging manner while meeting our experience and SLA expectations in each interaction
Provide exceptional support to the Sales Associates, Service Salon and Client Experience team members to ensure client inquires are answered quickly to avoid secondary conversations and to ensure an exceptional client experience.
If a client is not already working with a Sales Associate, Guide clients with selecting the best creation to suit their personal or occasion needs. This can include but not limited to, presenting expert advice related to product details, sizing recommendations, personalization options, warranties, care service, and or shipping details.
Responsible for all the client facing order follow-up (delivery, returns, exchange) related to Mansion orders placed on behalf of a Sales Associate or by the Brand Ambassador
Support end-to-end questions related to repairs sent on behalf of the Cartier Mansion to the Workshop. This includes talking through the status of repairs, explaining the value of service via our cost estimates, service diagnosis, and timelines
Consistently and accurately capture client data for follow-up and relationship building, effectively utilizing the tools that are available
Cultivate new and existing client relationships through exceptional service and other Maison-specific initiatives, such as building an individual GOAL list, deploying thoughtful gestures, and arranging special experiences.
Partnering with Management the Mansion Client Development team to progress a plan for clients and prospects
Negotiate and handle objections with ease; adapt approach according to the client needs and motivations as well as appropriately resolve client challenges and concerns with the goal being ‘first call resolution
Assist with special projects, as needed linked to contributing to new tool requirements, testing activities, and roll-out support.
MANSION SUPPORT & PARTNERSHIP:
Attempt to resolve any client challenges that arise from communication to the Mansion via phone, email, char, or social platform. Otherwise, collect concise information from client and immediately pass along to the appropriate leaders in the Mansion (i.e.: service salon, client development, etc.) for support resolution

Act as a referent and provide recommendations for an exceptional client experience in our physical spaces linked to onsite services, unique events, and special activations.
PERSONAL & TEAM DEVELOPMENT:
Seek out internal and external business-related knowledge and proactively share with clients and team. As well as collect feedback and new ideas from your day-to day and proactively share with leaders
Participate in team and brand trainings related to history, product, and best in class practices
Host shadow sessions with new peers and visitors
Actively participate in weekly 1-1 coaching sessions with Mansion Lead around personal development, KPI’s and Barometer feedback points
When applicable, participate in specialized trainings such as GIA, Prestige, FHH, etc.
Required Experience:
3+ years in contact centers, customer service, retail, or equivalent combination of education and experience
Technical Skills / Abilities:
Experience in eCommerce, luxury retail sector preferred
Must display a high level of maturity, poise, and sound business judgement to work with luxury and exceptionally demanding clients
Ability to quickly absorb extensive information on our brands’ history, product offerings and communications/advertising program
Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task daily between those tools.
Proficiency with Microsoft Office
Experience using Salesforce, Vonage, Medallia or other comparable communication management tools a plus
SAP knowledge
Social media experience
Comfort with virtual and video-based client interactions and sales
Cultural intelligence and languages a plus
Knowledge of high-end jewelry, timepieces, and gemstones
Flexible and availability to work within these hours of operation: Monday thru Friday (9am-9pm), Saturdays and Sundays (9am-6pm)
Flexibility to work holidays
Excellent verbal and written communication skills
Client and Team focused
A passion to assist, whether with clients, internal partners, developing teams
Developing, promoting, and communicating empathy for clients and partners
Ability to handle highly sensitive clients and situations
Strong understanding of formal and informal etiquette and manners
Organized and efficient for day-to-day operations
Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player

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