Client Relations Centre Ambassador

Overview

Richemont is a leading international luxury goods group that houses a portfolio of high-end maisons across jewellery, watches and specialised luxury accessories. As an employer, the group emphasises craftsmanship, client-centric service and an integrated omnichannel approach across its maisons, offering opportunities to work with prestigious brands and discerning global clientele.

Role & Responsibilities

• Deliver white‑glove service to high‑net‑worth and private clients across phone, email and chat, ensuring timely, personalised responses.
• Manage inbound and outbound client enquiries including product information, stock availability, order status, repairs and bespoke requests.
• Use CRM and internal systems to log interactions, maintain detailed client profiles and execute clienteling activities to cultivate long‑term relationships.
• Convert service interactions into sales opportunities by advising on product selections, arranging private appointments and coordinating bespoke services.
• Coordinate with boutiques, logistics, after‑sales and repair teams to resolve complex cases and ensure seamless client journeys.
• Prioritise and escalate urgent issues to relevant stakeholders while following established brand protocols for service recovery and client retention.
• Prepare and deliver bespoke client communications, including confirmations, invitations and follow‑up outreach for events or launches.
• Contribute to continuous improvement by recording feedback, identifying recurring client needs and proposing service enhancements.

Qualifications

• Exceptional verbal and written communication with polished etiquette appropriate for luxury clientele.
• Demonstrable ability to build rapport and manage relationships with high‑net‑worth individuals.
• Strong organisational skills with meticulous attention to detail and the ability to manage multiple enquiries concurrently.
• Flexibility to work rostered shifts including evenings and weekends as required by a client‑facing centre.
• Right to work in Australia and proven experience in regulated customer environments (retail, hospitality or contact centre).

Skills

Experience

At least 2 years' experience in luxury retail, client services or a high‑performing contact centre, with a proven record of handling complex enquiries and delivering personalised service to premium clients.

Education

Diploma or bachelor's degree in business, hospitality, communications or a related field preferred; equivalent professional experience will be considered.

Culture

Richemont cultivates a culture of refinement and craftsmanship, combining the autonomy of individual maisons with the resources of a global luxury group. Colleagues are expected to uphold the highest standards of discretion, client care and collaboration across functions and geographies.