We are looking for an experienced Client Relations Specialist to join the team within Richemont Oceania, based in our Sydney CBD office. Reporting to Client Contact & Administration Manager the Client Relations Specialist will support Customer Service Administration and Workshop teams, ensuring excellent service for Richemont Maison’s and customers. If you are a proven Client Relations Specialist with a heart for luxury retail, we welcome you to apply now! HOW WILL YOU MAKE AN IMPACT? Key Responsibilities Register and manage repairs in the systemPrepare cost estimates and invoicesOrder spare parts/ consumables, follow-up on deliveries/delays and manage returnsLiaise with Boutiques and Logistics for repairs to be sent to third parties and/or overseasFollow-up on repair status with all relevant stakeholders (Boutiques, third parties, overseas)Maintain and communicate end-of-repair dateMonitor service qualityParticipate in stock-takeProvide support and communication to Internal and External network on processes, policies and systemsIdentify training needs, develop curriculum, and coordinate training sessionsVisit Boutiques regularlyEscalate immediately all issues to management when situation may affect health and safety, process/system compliance, performance, Client satisfactionParticipate to projects and initiatives to improve/achieve performance objectivesPerform any other ad-hoc admin duties KEY INDICATORS Leadtime Performance (Maison’s’ objective)Leadtime Service Level (Client communication)Quality Performance (multiple returns, repair warranty, complaint cases)Client satisfaction (Net Promoter Score and Client Barometer) HOW WILL YOU EXPERIENCE SUCCESS WITH US? Excellent PC skills, SAP knowledge is a plusSuperior listening, verbal and written skillsExcellent analytical, organizational, and interpersonal skillsCreative candidate with positive, proactive and willing to learn attitudeMulti-tasking abilityAttention to detail and focus on big pictureWorking well with others or alone in a fast-paced working environmentGood team player WHAT MAKES OUR GROUP DIFFERENT? Our true power does not lie in our similarities but in the rich diversity of our arts, cultures, and human skills, as well as our specific ability to foster untapped potential. We value freedom, collegiality, loyalty, and solidarity. We foster empathy, curiosity, courage, humility, and integrity. We care for the world we live in. YOUR JOURNEY WITH US After being shortlisted, you will receive a call from our Talent Acquisition Partner to discuss the role and for us to get to know you.If you are successful through the phone interview, you will be invited to attend an interview with our Client Contact & Administration Manager for Richemont Oceania to assess your fit for the roleAfter this you will then have the opportunity to meet our HR Manager & Head of Customer Service who will share insights on our team dynamics and our company culture. If your interviews are successful, you'll commence your journey after all required pre-employment screenings (including police checks) have been successfully completed.
