At CHANEL, we aim to provide an unsurpassed luxury experience to clients worldwide. Critical to this ambition, Customer Care is an important interface that extends the client relationship beyond the boutiques and provides seamless and accessible customer 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 Customer Care teams as a crucial service touchpoint. The Customer Care team will complement the boutiques by providing the first level of luxury support to clients, delivering a memorable CHANEL brand experience with exceptional customer care built on quality, trust and empathy.

The Core Customer Care Advisor (Core CCA) 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 flexibly address clients’ needs by collaborating with various internal stakeholders (i.e., boutique staff and functional teams).

The impact you can create at CHANEL

• Act as the first line of contact in addressing clients’ queries and needs; 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 or escalation of cases from Customer 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)

You are energized by…

• Creating exceptional customer experience moments to ensure an unsurpassed luxury experience for existing and prospective customers
• 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 to drive a truly seamless experience for your clients
• An environment that advocates listening, co-creation, inclusiveness, customer-centricity and agility in developing holistic solutions
• A workplace that provides you with opportunities to develop and supports you to be at your best
   

What you can bring to the team…

• Demonstrated customer care experience and the ability to proactively address clients’ needs and resolve issues
• Excellent interpersonal and communication skills; ability to engage customers and build strong relationships internally and externally
• A positive attitude, empathy and resilience when addressing clients’ queries and needs
• Possesses a ‘growth mindset’ and is self-motivated; willingness to reflect and embrace continuous self-improvement and development

What you will learn / What CHANEL can offer you…

• Opportunity to be part of a growing team that is focused on setting up and strengthening the customer care experience in CHANEL Career and developmental opportunities in line with your aspirations; opportunity to grow with the House and to learn about CHANEL’s dynamic business

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

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.