Client Care Centre Advisor

Job description

Location: 5 Queensway, Croydon

Reports to: F&B Client Care Manager

Contract: Permanent

Your role @Chanel:

You will be a highly motivated Client Care Ambassador who delivers 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.

What impact you can create at CHANEL:

You will leverage your previous experiences to deliver 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. A knowledge of SalesForce Service Cloud or any other Client Management system is desirable but not essential.

·  Manage the multichannel conversations to assist clients via phone, email and live chat

·  Manage product returns and replacement

·  Support clients through their purchase journey on our Online Boutique

·  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, policies, and image

·  Alert and escalate sensitive cases to relevant departments when appropriate

·  Use in-house systems to manage cases and maintain an impeccable client database

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

What you will bring to the role:

·  Excellent customer service skills and an understanding of Luxury retail and CHANEL Brand universe

·  Excellent spoken & written English

·  Impeccable phone etiquette 

·  Diplomatic and influencing skills

·  A collaborative and enthusiastic mindset

·  Ability to adapt and remain solution oriented whilst keeping the business pace

·  A positive attitude towards routine tasks

·  A Methodological, efficient, and dependable approach

·  Emotional intelligence and a team oriented demeanour  

·  Excellent computer skills, accuracy, and attention to detail

·  An interest in the cosmetic industry is desirable but not essential

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

Benefits at CHANEL:

Our employee benefits have been created to support you across your professional and personal life by offering you:  

·  Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories.  

·  Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100’s more.  

·  Mental Wellbeing: Employee Assistance Programmes and Other Support Lines.  

·  Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales.  

·  Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones.  

 *Benefits are eligibility dependant and subject to change at any time

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.