Client Care Advisor

Job description

Your role @ CHANEL

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 customer care built on quality, trust and empathy.

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).

The impact you can create at CHANEL

·  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
·  Engage clients and build long-term relationships by going the extra mile, keeping in mind clients’ satisfaction as a core service value
·  Demonstrate sound understanding and knowledge of CHANEL’s products and services to be able to address general queries
·  Simplify the servicing experience by supporting clients through guided navigation, troubleshooting and personalized assistance
·  Ensure clear and complete handover or escalation of cases from Customer Care to the respective functional teams; deliver concise and accurate data and insights gathered from clients
·  Assist internal teams with their strategies by acting as an official communication channel for outbound engagements with clients (e.g., events & campaign)

You are energized by…

·  Creating exceptional client experience moments to ensure an unsurpassed luxury experience for existing and prospective customers
·  Solving challenges and addressing queries by collaborating and leveraging extensive product and system knowledge that exists across divisions and markets
·  Exploring and learning how to navigate various systems and channels to drive a truly seamless experience for your clients
·  An environment that advocates listening, co-creation, inclusiveness, customer-centricity and agility in developing holistic solutions
·  A workplace that provides you with opportunities to develop and supports you to be at your best

What you can bring to the team…

·  Demonstrated client care experience and the ability to proactively address clients’ needs and resolve issues
·  Excellent interpersonal and communication skills; ability to engage customers and build strong relationships internally and externally
·  A positive attitude, empathy and resilience when addressing clients’ queries and needs
·  Possesses a ‘growth mindset’ and is self-motivated; willingness to reflect and embrace continuous self-improvement and development

What you will learn / What CHANEL can offer you…

·  Opportunity to be part of a growing team that is focused on setting up and strengthening the client care experience in CHANEL Career and developmental opportunities in line with your aspirations; opportunity to grow with the House and to learn about CHANEL’s dynamic business
·  Exposure to a comprehensive and thoughtful client care operations environment and to the platforms, technology and systems used to drive this function

Role Specifications:

•              Bachelor's degree or equivalent with a minimum of 3 years of experience in Customer Service, preferably in luxury retail, hotels, concierge services, or call centers

•              Candidates with a background in customer center and E-Commerce are highly preferred

•              Demonstrates maturity, logical thinking and critical decision-making

•              Fluency in English and Bahasa Indonesia (written and verbal)

•              Self-driven with a flexible mindset to thrive in a fast-paced environment

•              Amenable working on a roster arrangement, including weekends and public holidays

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 organisation and its people.

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