Client Care Advisor

ABOUT THE JOB

We are looking for a highly motivated Client Care Ambassador to join us in our CHANEL Client Care Team.

The successful candidate will 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.

WHAT YOU WILL DO

Leveraging your knowledge of CHANEL, you will deliver the brand standards of excellent client service, product knowledge, personal presentation, and teamwork. This role will predominantly deal Fashion client queries but will also extend to cover general queries across other divisions.

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  Manage the multichannel conversations to assist clients via phone and email
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  Protect and cultivate the brands relationship with its clients
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  Support product purchase and aftersales queries
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  Act as a support to both clients and prospects to help prepare for their boutique visit
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  Maintain strong product knowledge and stay up to date with the latest news from the brand
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  Provide a timely, diligent service and select the most appropriate course of action for immediate resolution
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  Demonstrate conscientious respect of Brand’s procedures and policies
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  Alert and escalate sensitive cases to relevant departments when appropriate
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  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

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

WHAT YOU CAN BRING TO THE TEAM

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  Excellent customer service skills and an understanding of Luxury retail and CHANEL Brand universe
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  An interest and willingness to understand aftersales services and policies
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  Outstanding written and phone communication skills in English
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  Impeccable etiquette and a genuine desire to help
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  Resilience and ability to adapt and remain solution oriented whilst keeping the business pace
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  Maintain a positive attitude towards routine tasks
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  Methodological, efficient, and dependable approach
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  Emotional intelligence and team oriented, with high level of enthusiasm and empathy
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  Excellent computer skills, accuracy, and attention to detail
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  Experience with Salesforce or other client management tools preferred

WHAT YOU WILL LEARN/WHAT CHANEL CAN OFFER YOU

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  Delivery of excellence in an environment that places long term success of CHANEL and its people at the forefront
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  An inclusive approach to utilising the diverse range of personalities and competencies at CHANEL
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  An environment to express both your curiosity and capability, where individual learning styles are embraced, with the aim of creating sustainable long term personal and professional growth

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.