Elite Customer Service Representative (Fashion Specialist)

Dedicated to this exclusive brand, the CHANEL Customer Care Advisor is an experienced customer service contact center professional who assists clients with all aspects of the service delivery experience including assistance for clients across the following lines of business: Fashion, Boutiques, Watches & Fine Jewelry, and e-commerce. This position provides an opportunity for growth through the acquisition of additional skills within the program. The new CHANEL Customer Care Advisor (Level I) begins by obtaining Certification for Fashion, Boutiques, Watches & Fine Jewelry and may then build upon this foundation with additional channels (email and chat), as well as content for additional lines of business (e-commerce). Each skill requires formal Certification to ensure knowledge, content competency, and expertise is obtained to be successful and deliver an exceptional experience. to provide an outstanding customer experience Retain deep knowledge of Chanel’s products and the ability to convey features and benefits Monitor and return voice mail messages Meet or exceed all program metrics (e.g., quality, NPS, attendance, phone KPIs) Thrive in an environment with high performance standards Communicate with clients and exhibit empathy when appropriate Communicate with confidence policies as defined by Chanel Mastery of program expectations and policies Ability to exercise independent judgment and discretion Embrace the commitment to customer service and nourish brand loyalty Accurately document customer interaction details with limited errors Apply high-quality customer service guidelines while servicing clients Apply client and VIPdesk Connect policies as applicable whenever interacting with clients Other responsibilities as assigned Skill Level Progression: Level l – Phone for Fashion, Boutiques, and Watches & Fine Jewelry Level ll – Email and Phone for Chanel.com e-commerce, Fragrance & Beauty, and Eyewear Level lll – Chat for all lines of business Requirements for Level I: High school diploma or equivalent 3+ years of Customer Service experience 2+ years of Contact Center experience 2+ years of experience with a CRM such as Zendesk, Freshdesk, Salesforce Superior verbal and written communication skills Excellent listening skills with the ability to demonstrate understanding of the customer’s needs Strong problem solving Patience and empathy Positive attitude with a customer-service orientation Detail oriented with a focus on quality and accuracy, ability to multitask Flexible, adaptable, and willing to take on new challenges Strong sense of urgency and commitment to excellence Able to type at least 35 WPM with proper spelling and use of grammar Able to use effective and probing questioning and listening techniques to identify customer needs Curious, confident, and driven to find solutions to customer issues Able to learn and work independently and exhibit ownership as well as in a team environment History of consistently meeting success metrics (Quality and NPS) Savviness and experience with Microsoft products and cloud technology is essential as multiple systems are in use Must have a home-office environment, internet connection, USB headset, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable Currently reside in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Maryland, Nevada, New Mexico, New Jersey, New York, North Carolina, Ohio, Tennessee, Texas, Utah, Virginia, or Wisconsin Able to successfully pass a credit, criminal, and employment reference security check Preferred Qualifications: Experience with luxury brands Genuine passion for fashion, fragrance, cosmetics, and luxury goods Experience with e-commerce retail Experience providing live chat customer support College degree Ability to travel to Chanel boutiques or training centers for training 4 times per year