Boutique Service Host

Job description

Job Mission:

This role will assist in delivering the ultimate luxury experience, by being the first point of contact and playing an important role in the client’s first impression of Chanel.

Provide an exceptional customer welcoming and greeting experience to all visitors and clients, entering the Boutique by displaying a professional, warm, polite and courteous service at all times.   

Optimise the ultimate client experience by proactively building genuine relationships through thoughtful and consistent dialogue and sharing knowledge of Chanel allure to inspire client and to develop brand loyalty.

Key Responsibilities:

·  Always facilitate in the seamless client experience by warmly greeting and welcoming clients upon arrival with a genuine and friendly smile and in a courteous manner.
·  Assist clients by answering questions and helping facilitate a seamless experience to bridge the wait time and time in boutique.
·  Convey passion for the Brand during every interaction.
·  Act as the point of reference for clients who need assistance or information.
·  Organise and manage the queue in an efficient manner and manage flow of traffic to ensure adequate service levels.  
·  Promote Online Appointment Booking (OAB) system to help manage client wait times and appointments.
·  Proactively communicate what the client should expect in terms of wait time, in boutique experience, etc. and set realistic expectations with clients, updating traffic status to the team for prompt adjustment.  
·  First point of contact for all clients visiting the boutique to understand client profiles, needs and requests (e.g., related to product, CHANEL & Moi, Exchange, OAB registration etc.) and connecting to the appropriate Fashion Advisor. 
·  Communicate effectively with Fashion Advisors and other team members to ensure a smooth flow of clients by asking for the client’s name, the purpose of the visit, and the assistance that the client requires.
·  Develop excellent CHANEL operation knowledge, which enables you to pass information to clients, including after-sales, exchange policy and customer service. 
·  Remain up-to-date on all CHANEL collections. 
·  Handling of RSVP to support in-boutique events and daily appointments.
·  Assist other members of the boutique to maximise client-facing time and support all areas of the boutique a needed.
·  Contribute your ideas to improve the client experience and continually strive to improve the flow of traffic and management of the queue. 

Role Specifications: 

·  Strong interpersonal skills and enjoys interacting with people.
·  Energetic character with a cheerful outlook.
·  Well-groomed with a pleasant and dynamic personality. 
·  Polite and confident with a great deal of patience and able to work independently.
·  Strong communication skills, with an ability to foster a meaningful client experience centered around inclusion and connection.
·  Excellent customer service and client-centric mindset.
·  Turning difficult situations into positive memories.
·  Manage multiple tasks in a fast-paced environment and provide high standards of service.
·  Adopt to retail working hours and work on weekends and public holidays as scheduled.
·  Passion for Luxury Retail and Fashion.
·  Ideally a minimum of 1 year of retail experience in customer service.
·  Good command of spoken Cantonese, Mandarin and conversational English is desired.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL