Client Care Advisor

Job description

Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide.

Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organization and its people.

An exciting opportunity has been created for an experienced Client Care Advisor to join the Client Care team.

ABOUT THE ROLE

At CHANEL, we aim to provide an unsurpassed luxury experience to clients worldwide. Critical to this ambition, Client Care is an important interface that extends the client relationship beyond the boutiques and provides seamless and accessible customer care with personalized human touch for a unique and differentiated CHANEL experience.

With advancing technological innovations, increasing expectations of clients, and a demand for a seamless omni-channel experience, there is growing importance and reliance on our Client Care teams as a crucial service touchpoint. The Client Care team will complement the boutiques by providing the first level of luxury support to clients, delivering a memorable CHANEL brand experience with exceptional client care built on quality, trust and empathy.

WHAT IMPACT YOU CAN CREATE AT CHANEL

The Client Care Advisor (CCA) will act as the first line of contact in addressing clients’ queries and needs, playing a crucial role in delivering the unique CHANEL experience. Key to your success in this role will be your ability to provide a wide range of services and product advisory, while delivering unsurpassed client service at all times, across all channels. You will need to thoroughly understand CHANEL’s products and flexibly address clients’ needs by collaborating with various internal stakeholders (i.e., boutique staff and functional teams).

YOU ARE ENERGIZED BY

Creating exceptional customer experience moments to ensure an unsurpassed luxury experience for existing and prospective customers and solving challenges and addressing queries by collaborating and leveraging extensive product and system knowledge that exists across divisions.

WHAT WILL YOU DO?

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Act as the first line of contact in addressing clients’ queries and needs; proactively solve issues while delivering a differentiated experience at every touchpoint and ensuring service standards are observed

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Engage clients and build long-term relationships by going the extra mile, keeping in mind clients’ satisfaction as a core service value

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Demonstrate sound understanding and knowledge of CHANEL’s products and services to be able to address general queries

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Simplify the servicing experience by supporting clients through guided navigation, troubleshooting and personalized assistance

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Ensure clear and complete handover or escalation of cases from Client Care to the respective functional teams; deliver concise and accurate data and insights gathered from clients

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Assist internal teams with their strategies by acting as an official communication channel for outbound engagements with clients (e.g., events & campaign)

WHAT YOU WILL BRING

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Demonstrated client care and retail experience and the ability to proactively address clients’ needs independently.

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Excellent interpersonal and communication skills; ability to engage clients and build strong relationships internally and externally.

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A positive attitude, empathy and resilience when addressing clients’ queries and needs.

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Demonstrated adaptability to a variety of circumstances, creative problem solving and quick thinking to address queries and issues.

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Possesses a ‘growth mindset’ and is self-motivated; demonstrates relentless curiosity to learn, willingness to reflect and embrace continuous self-improvement and development.

WHAT CHANEL CAN OFFER YOU

Chanel is dedicated to empowering our people to develop and learn wholistically. We believe by nurturing the whole person, not just the employee, we give people the space and tools to design their impact based on their individual strengths and intrinsic motivations.

Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programs, learning and development opportunities, and parental leave for all parents globally.

We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL. We are an Equal Employment Opportunity Employer and personal attributes do not form part of the selection process. Our team is selected solely for their talents and capabilities. We welcome the opportunity to learn how we can leverage your unique abilities and experiences to drive us forward.