Customer Care Associate

About the role

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 Customer Care teams as a crucial service touchpoint.

What you'll do

• The main responsibility is to act as the first line of contact in addressing clients' inquiries and needs, 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 Customer Care Associate.
• Build strong relationships with boutiques 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).
• Support other divisions or functional teams on an ad-hoc basis, as required by business priorities, while ensuring core Client Care responsibilities and service standards are maintained.

Requirements

• Demonstrated client care experience and the ability to proactively address clients' needs and resolve issues independently.
• 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 adaptability 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.
• Demonstrates flexibility and a collaborative mindset to support cross-divisional initiatives when required by business needs.

Preferred qualifications

• 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.

Benefits

• Opportunity to be part of a growing team that is focused on setting up and strengthening the client 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 client care operations environment and to the platforms, technology and systems used to drive this function.