Customer Care Advisor

Chanel · Shanghai

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: