Client Service Associate

About the Company

Join Cartier and step into a world where luxury meets innovation, elegance blends with creativity, and tradition embraces avant-garde design. As a globally acclaimed jeweler and watchmaker with a heritage spanning over 170 years, we're more than our products; we're custodians of an extraordinary legacy that continuously sets unparalleled standards in high jewellery, prestigious watches, and exquisite accessories.

About the Role

The Client Services Associate is responsible for delivering an exceptional after-sales experience in the boutique, with a primary focus on repair services and client care. In this role you will ensure every client feels supported, informed, and valued throughout the service journey, and assist the boutique by executing all Know Your Customer (KYC) and Anti‑Money Laundering (AML) administrative tasks to screen and document client profiles as well as transactions before purchase, in alignment with internal policies and regulatory requirements.

Key Responsibilities

• Collaborate with Boutique Management and sales teams to deliver a seamless client journey (before, during, and after purchase)
• Uphold the Maison’s service standards, grooming guidelines, and client service protocols
• Participate in training on product knowledge, service procedures, KYC/AML rules, and client experience to continuously improve professional skills

After‑Sales Management

• Receive, assess, and process client repair or service requests in line with Maison policies and procedures
• Prepare and complete required documentation (forms, estimates, approvals) accurately and in a timely manner
• Coordinate with internal workshops, service centers, and logistics partners to ensure smooth handling and follow‑up of repair cases
• Track repair status, proactively update clients, and ensure on‑time delivery and collection of repaired items

Client Care & Experience

• Welcome clients warmly, delivering professional and personalized service for after‑sales needs
• Explain repair options, timelines, costs, and warranty conditions to ensure clients understand the process
• Manage client feedback, concerns, and complaints with empathy and efficiency; escalate when required
• Maintain long‑term client relationships and follow up after service completion

Operations & Administration

• Ensure accurate data entry in systems for all service and repair transactions while respecting confidentiality and data protection rules
• Maintain organized records of service cases, documentation, and client communications for audit and follow‑up
• Support inventory control related to repairs (parts, loan pieces, packaging) and handle client items securely
• Prepare regular reports detailing repair volumes, lead times, and client service KPIs for management review

KYC & AML Screening

• Collect and verify client identification and required documentation per policies
• Conduct screening of new and existing clients using internal systems and external databases/sanctions lists prior to high‑value or sensitive transactions
• Assess client history, transaction patterns, and potential risk indicators before purchase approval
• Flag and escalate discrepancies to Management and the Compliance Officer
• Adhere to company policies, local regulations, and data protection requirements; maintain discretion and confidentiality regarding client data and investigations

Qualifications

• At least 3 years of experience in client services management from retail business
• Experience in luxury retail is a significant advantage
• Strong organizational skills and detail‑oriented
• Service‑focused and a collaborative team player
• Proficient in computer skills (including Microsoft Office); SAP proficiency is a plus
• Good interpersonal and communication skills
• Fluent in Thai and proficient in English