Client Care Advisor - 6 months mission

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 client 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 client care built on quality, trust and empathy.

The Client Service Advisor (CSA) 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 heritage, flexibly address clients’ needs by telling engaging story and collaborating with various internal stakeholders (i.e., boutique staff and functional teams).

• The main responsibility is to act as the first line of contact in addressing clients' inquiries over the Phone, WhatsApp and Email, dedicating the majority of workdays to handling cases independently; 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 majority of daily inquiries.

• Assess whether a client issue can be resolved immediately in accordance with company policies; in the event that a complex case necessitates case consultation, prepare a handling proposal for facilitating a case discussion with a Senior Client Service Advisor.

• Build strong relationships with boutiques and other stakeholders and strengthen collaborative partnership to ensure smooth operations as well as seamless and consistent client experience.

• Simplify the servicing experience by supporting clients through guided navigation, troubleshooting, personalized assistance and take part in providing advanced services ride on enhanced service catalog.

• Ensure clear and complete handover or escalation of cases from Client 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).

• Creating exceptional client experience moments to ensure an unsurpassed luxury experience for existing and prospective clients.

• 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, accurately capture both qualitative and quantitative client insights to drive a truly seamless experience for your clients.

• Adopting new technologies and highlighting their benefits to encourage clients to utilize them, resolve problems, and address their needs.

• An environment that advocates listening, co-creation, inclusiveness, client-centricity and agility in developing holistic solutions.

• A workplace that provides you with opportunities to develop and supports you to be at your best.
  
   

• Demonstrated client care experience and the ability to proactively address clients’ needs and resolve issues independently.

• Demonstrated experience in Client Care Centers and E-commerce within the luxury industry, with a strong ability to understand client needs and expectations while maintaining an appropriate and refined tone of voice.

• Excellent interpersonal and communication skills; ability to engage clients and build strong relationships internally and externally.

• A positive attitude, empathy and resilience when addressing clients’ queries and needs.

• Demonstrated agility to a variety of circumstances, creative problem solving and quick thinking to address queries and issues.

• Possesses a ‘growth mindset’ and is self-motivated; demonstrates relentless curiosity to learn, willingness to reflect and embrace continuous self-improvement and development.

• Opportunity to be part of a growing team that is focused on setting up and strengthening the client care experience in CHANEL.

• Exposure to a comprehensive and thoughtful client care operations environment and to the platforms, technology and systems used to drive this function.