Client Care Centre Advisor

Job description

Client Care Advisor, La Ligne de CHANEL, Croydon

ABOUT THE JOB

We are looking for a highly motivated Client Care Ambassador to deliver relevant and personalised communication to our clientele via all channels. Beyond the classic Client Care scope of this role, your mission will ultimately be to support CHANEL in driving client recruitment, retention and loyalty. You will play a crucial part as a Brand Ambassador by creating a unique and memorable experience for all clients.

OUR MISSION STATEMENT AT LA LIGNE DE CHANEL

·  We provide a work environment to foster motivation, engagement and self-confidence
·  We encourage feedback to sustain enjoyable ways of working and create positive behaviours
·  We promote autonomy and collaboration to achieve business goals
·  We empower employees with creative learning to give them the knowledge they need to contribute to the Brand’s future and to build their own personal development plan   

WHAT YOU WILL DO

Leverage your previous experiences at CHANEL on the field, you will deliver the CHANEL standards of excellent client service, product knowledge, personal presentation and teamwork. This role will predominantly deal with Fragrance & Beauty queries but will also extend to cover general queries across other divisions.

·  Manage the multichannel conversations to assist clients via phone, email and live chat
·  Manage product returns and replacement
·  Maintain excellent product knowledge and stay up to date with the latest news from the brand    
·  Provide a diligent service and select the most appropriate course of action for immediate resolution
·  Demonstrate conscientious respect of Brand’s procedures and policies
·  Alert and escalate sensitive cases to relevant departments when appropriate
·  Use in-house systems to build and maintain an impeccable client database  

             Additional duties may be added according to the needs of the business

YOU ARE ENERGISED BY

·  Working in a fast pace environment and highly collaborative team
·  Being accountable for the result and the actions you take to resolve a case from A to Z
·  Growing your knowledge by taking any opportunity to be curious and learn 
·  Fostering meaningful experiences with clients
·  Problem solving and dealing with challenging client queries

WHAT YOU CAN BRING TO THE TEAM 

·  Excellent customer service skills and an understanding of Luxury retail and CHANEL Brand universe
·  Excellent spoken & written English
·  Impeccable phone etiquette  
·  Ability to adapt and remain solution oriented whilst keeping the business pace
·  Maintain a positive attitude towards routine tasks
·  Methodological, efficient and dependable approach
·  Emotional intelligence and team oriented  
·  Excellent computer skills, accuracy and attention to detail

It is important to us that this role is sustainable for the successful candidate for the long term. We recommend checking those little details that make a big difference in your daily work life; eg. Commute to Croydon office & working hours.