Client Care Executive

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.

As an independent company, its core values are grounded in:

·  Exceptional creation and client experience
·  Nurturing human potential
·  Having a positive impact – on people, the environment, and communities around the world.

As part of this, the House promotes arts, culture, and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.

Client Care Executive

The Customer Care Center located in Chanel Delhi Office will be managing all the client interactions through phones, emails, or messaging for all activities and for several purposes (inquiries about products, about boutiques, follow up on orders). This will be a new activity for India team with a new team contributing to deliver the best experience to our clients.

The Customer Care Center will operate from 10am to 10pm every day. So, you might work during the weekend depending on the monthly plannings and the shifts.

Core of the Job

·  Act as the first line of contact in addressing clients’ queries and needs through different channels; 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 of cases to all relevant internal and external parties; deliver concise and accurate data and insights gathered from clients
·  Proactively drive customers to boutiques and connect customers with the appropriate boutique colleagues to ensure the most luxurious customer journey
·  Be able to multi-task on various systems whilst independently handling calls, waiting list transactions, emails and live chat in regard to a wide range of requests
·  Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voices
·  Handle customer’s feedback/complaint in a timely and effective way, identify trends in customer satisfaction or dissatisfaction and regularly share with Retail teams

Expertise

·  You are passionate about the client service & client relationship.
·  Mature and logical, with critical thinking and courageous in making sound decisions
·  Outstanding written and fluent verbal communication skills
·  Strong computer and typing skills. CRM tool experience is a plus
·  The ability to learn on the fly and perform under ambiguity
·  Possess a collaborative and team spirit nature
·  Self-driven, have flexible mindset to work in fast paced environment
·  Able to withstand retail working hours and work on 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, and 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.

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