Brand Ambassador - Miami

Role Overview The Brand Ambassador is the voice of Van Cleef & Arpels for our clients, building and maintaining strong relationships. The role includes advising via phone and web-based channels, upholding excellent client support and developing sales. As a specialist in the Maison, you will deliver expert knowledge on the products and Maison, while providing the highest quality of service and client satisfaction. Job Responsibilities Primary Duties Achieve exceeding sales, KPIs, SLAs, and deliver an exceptional service experience to all internal and external customers. Provide information via phone and email in a best-in-class, multichannel contact center environment. Daily Contact Center Operations Drive sales through professional and courteous client interactions. Handle all inbound calls and greet customers in a timely, professional, and engaging manner. Make outbound calls to continue client relationships. Provide written responses to customer inquiries via email, chat, and social media. Process merchandise orders initiated by phone and/or website. Stay abreast of launches, campaigns, and internal processes to answer a wide variety of inquiries. Partner with the VCA Boutique network for sales referrals and other client requests to ensure the highest level of client experience. Assist with special projects as needed. Client Relationship Management Consistently seek new product knowledge to act as an expert for the Maison. Cultivate new and existing client relationships through exceptional service and a clienteling plan. Accurately capture client data for relationship building. Build lasting relationships by delivering first call resolution and taking ownership of every scenario. Sales Achievement Display strong selling and negotiating skills, overcome objections, and ask probing questions to close sales. Act as a referent and provide recommendations for an exceptional client experience. Qualifications Education Bachelor’s degree preferred but not required, especially in Fashion, Retail, or related field. Required Experience 3+ years in a contact center/customer service environment/retail, or equivalent combination of education and experience. Technical Skills/Abilities Experience in eCommerce and luxury retail sector preferred. High level of maturity, poise, and sound business judgement. Ability to absorb extensive information on the brands’ history, product offerings, and communications/advertising program. Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task. Proficiency with Microsoft Office. Experience using Salesforce, CRM, or other comparable email and chat management tools 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 Flexible and available to work within the hours of operation: Monday‑Friday (9am‑9pm EST), weekends (9am‑6pm EST). Hours subject to change. Flexibility to work holidays. Ability to travel as required. Excellent verbal and written communication skills. Computer literacy. Keyboarding skills of at least 50wpm. Client-focused. Passion to assist, internal partners, developing teams. Empathy for clients and partners. Ability to handle highly sensitive clients and situations. Understanding of formal and informal etiquette and manners. Organized and efficient for day-to-day operations. Self-sufficient, proactive, positive attitude toward colleagues and clients; team player. Currently, we are not sponsoring work visas. Applicants must have valid work authorization for employment in the USA. Benefits Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted. The Recruitment Process Please complete an application on the Richemont Career Site. Selected candidates will be contacted by the HR team for an interview. #J-18808-Ljbffr