Client Care Advisor - mission

Immediate Opportunity:
Client Care Advisor – 6‑Month Mission

At CHANEL we aim to provide an unsurpassed luxury experience to clients worldwide. Client Care is an important interface that extends the client relationship beyond the boutiques, providing seamless and accessible care with a 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, our Client Care teams are critical to the brand. They complement the boutiques by delivering a memorable CHANEL brand experience with exceptional client care built on quality, trust, and empathy.

• Act as the first line of contact in addressing clients’ inquiries over the Phone, Whats App, and Email.
• Dedicate the majority of workdays to handling cases independently, proactively solving issues.
• Deliver a differentiated experience at every touchpoint, ensuring service standards are observed.
• Engage clients and build long‑term relationships by going the extra mile, keeping client satisfaction as a core service value.
• Demonstrate a sound understanding and knowledge of CHANEL’s products and services to address the majority of daily inquiries.
• Assess whether a client issue can be resolved immediately in accordance with company policies, and when necessary prepare a handling proposal for a complex case for discussion with a Senior Client Service Advisor.
• Build strong relationships with boutiques and other stakeholders to strengthen collaborative partnership and ensure smooth operations and a consistent client experience.
• Simplify the servicing experience by supporting clients through guided navigation, troubleshooting, and personalized assistance, and by participating in providing advanced services from the 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 and campaign outreach.

• 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.
• Positive attitude, empathy, and resilience when addressing clients’ queries and needs.
• Demonstrated agility in 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 focused on strengthening the client care experience. Exposure to a comprehensive and thoughtful client care operations environment, and to the platforms, technology, and systems used to drive this function.