Brand Ambassador - Las Vegas

Role Overview The Brand Ambassador is the voice of Van Cleef & Arpels for our clients, building and maintaining strong relationships with them. While advising via phone and web-based channels, the associate upholds an excellent level of client support and develops sales. The ambassador applies commercial sense to identify opportunities, develop the client portfolio, and maintain engagement at the highest level. Responsibilities Primary Duties Achieve exceeding sales, KPIs, SLAs, and deliver an exceptional service experience to all internal and external customers in a best‑in‑class, multichannel contact center environment. Drive sales through professional and courteous client interactions. Handle all inbound calls, greet customers in a timely, professional, and engaging manner, and conduct outbound calls to continue relationships. Provide written responses to customers via email, chat, and social media, meeting service expectations. Process merchandise orders from phone and/or website, involving significant data entry. Stay abreast of launches, campaigns, and internal processes to answer various customer inquiries. Partner with the VCA Boutique network on sales referrals and client requests. Assist with special projects as needed (testing, initiatives supporting CRC operations, boutique network, outbound clienteling initiatives, etc.). Consistently seek new product knowledge and act as an expert for the Maison. Cultivate client relationships through exceptional service and develop a clienteling plan. Accurately capture client data to build relationships, using available tools. Deliver first call resolution and own every scenario. Display strong selling and negotiating skills, overcome objections, ask probing questions, and close sales. Act as a referent and provide recommendations for an exceptional client experience. Qualifications Education: Bachelor’s degree preferred (not required). 3+ years in a contact center/customer service environment, retail, or equivalent combination. Experience in eCommerce and luxury retail sector preferred. High level of maturity, poise, and sound business judgement to work with luxury and demanding clients. Ability to absorb extensive information on brands’ history, product offerings, and communications. Confidence and technical agility to learn and use multiple applications; multi‑task daily across tools. Proficiency with Microsoft Office. Experience using Salesforce, CRM, or comparable email and chat management tools is a plus. Additional Preferred Abilities 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 Personal Skills and Availability Flexible and availability to work within Monday‑Friday 9 am‑9 pm EST, Saturdays and Sundays 9 am‑6 pm EST. Hours subject to change. Flexibility to work holidays. Ability to travel as required. Excellent verbal and written communication skills. Computer literacy and typing speed of at least 50 wpm. Client‑focused, passion to assist clients and internal partners. 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 toward colleagues and clients; team player. Work Authorization Currently not sponsoring work visas. Applicants must have valid work authorization for employment in the USA. Compensation and Benefits Richemont offers a generous compensation and benefits package for eligible employees. #J-18808-Ljbffr Van Cleef & Arpels