Chanel

Designs, sells luxury fashion and cosmetics

Customer Care Advisor

Customer SupportConfirmed live in the last 24 hours

Full-timeShanghai, ChinaNo salary listedIn-person

About the Job

Requirements

A bachelor’s degree is required.
At least 3 years of work experience in a contact center environment.
Ability to solve complex problems and handle and settle customer cases.
Ability to multitask, manage multiple stakeholders, and operate a wide range of systems simultaneously.
Ability to type more than 50 words per minute with at least 95% accuracy.
Ability to accept flexible scheduling and work comfortably with ambiguity.

Responsibilities

Support customers through online chat, email, and telephone for 8 hours per day, 5 days per week.
Prepare customers for boutique visits by providing product and boutique information and assisting with boutique appointments.
Proactively direct customers to boutiques and connect them with appropriate boutique colleagues.
Coordinate with boutiques on customer product requests, including reservations and transfers.
Handle customer complaints in accordance with brand customer service values.
Handle after-sales requests, including duplicate invoices and tax refunds.
Inform customers about after-sales and product care services, including returns and care tips.
Resolve customer complaint cases by collaborating with local and overseas departments.
Provide personalized service by listening and giving customers undivided attention.

Desired Qualifications

A master’s degree is preferred.

MISSION

With the increasing expectations of all customers and their behavior transformation, the very notion of service is transforming. Customer Care Centers are playing a key role in the customer journey. We must provide best-in-class services to engage customers and prospects through all the different channels (calls, chats, emails ..) while communicating what makes the Chanel Difference and ensuring a consistent and connected customer experience across touchpoints, markets, divisions.
Customer Care China is looking for Top Talents from the industry and is keen with grooming talents to realize their potential and contribute to shape a unique and world-class experience for our customers of today and tomorrow.

KEY RESPONSIBILITIES

As key customer touchpoint, you will help customers through online chat, email, or telephone. operate from 8 hours per day, 5 days per week to ensure optimal reach through different channels
Best prepare boutique visit by giving Product and Boutique information, assisting in boutique appointments
Proactively drive customers to boutiques and connect customers with the appropriate boutique colleagues to ensure the most luxurious customer journey
Coordinating with Boutiques on Customer Product Request (reservation, transfers.)
Handling customer complaints with Brand Customer Service Values
Handling after sales requests (invoice duplicates, tax refund..)
Informing on Chanel After Sales and Product Care services (returns, care tips..)
Resolution of customer complaint cases by collaborating with various departments (local and overseas) on resolution
Deliver a personalized service: maintain a human touch, take time to listen and provide undivided attention

What you can bring to the team

Qualifications

Complex problem-solving skills to handle and settle customer cases
Self-driven, proactive and maintain a positive attitude in a high pressure/fast-paced work environment
Ability to Multi-task, multi-stakeholders and to operate a wide range of different systems simultaneously
Excellent communication and comprehension skills
Ability to learning on the fly and display adaptability to the continuous changes in a fast-paced environment
Ability to type more than 50 words per minute, with accuracy 95%+
Accept flexible scheduling, comfortable working with ambiguity
Bachelor degree is must, Master is prefer

Work Experience:

Minimum 3 years of working experience in contact center environment

About the Company

Chanel

Designs, sells luxury fashion and cosmetics

1) What does Chanel do? Chanel is a luxury fashion house that offers a range of high-end products including fashion, accessories, fragrances, skincare, makeup, jewelry, and watches, targeting affluent customers worldwide. 2) How does its product work? It designs and sells premium, timeless items through owned boutiques, official online channels, and authorized retailers, supported by strong marketing, fashion shows, and brand storytelling to maintain desirability and loyalty. 3) How is Chanel different from competitors? It combines a storied brand heritage with exclusive, premium products and strict distribution control, creating a sense of rarity and prestige that appeals to luxury buyers. 4) What is Chanel's goal? To preserve its elite brand status while growing a loyal, affluent customer base by delivering consistently refined, timeless designs and a premium consumer experience.

Company size: 10,001+
Company stage: Debt Financing
Total funding: $770M
Headquarters: Argueil, France
Founded: 1883

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