Chanel After Sales Specialist

Chanel is an independent global maison of haute couture, ready-to-wear, accessories and beauty. Renowned for its craftsmanship, timeless design and exacting quality standards, Chanel places a strong emphasis on client service, artisanal savoir-faire and preserving the Maison’s heritage while innovating across product and service experiences.

1. Manage end-to-end after-sales operations for Chanel products, including repairs, alterations, maintenance and warranty claims in accordance with brand standards.
2. Serve as the primary point of contact for clients regarding post-purchase enquiries, providing clear status updates, timelines and tailored service solutions.
3. Coordinate logistics with ateliers, external workshops and internal teams to schedule and track repairs, ensuring quality control at each stage.
4. Maintain accurate service records and case files in the CRM; prepare reports on repair trends, returns and client feedback to inform product and service improvements.
5. Liaise with retail stores and regional teams to ensure consistent after-sales processes, escalate complex cases, and uphold customer recovery protocols.
6. Monitor parts, materials and vendor performance; manage supplier relationships and ensure compliance with Chanel’s quality and confidentiality requirements.
7. Drive client follow-up to ensure satisfaction post-service and to foster long‑term client relationships and retention.

1. Bachelor’s degree, higher diploma or equivalent in business, hospitality, supply chain or a related discipline preferred.
2. Demonstrable knowledge of luxury product construction and materials (leather goods, jewellery, textiles or watches) advantageous.
3. Strong organisational skills with meticulous attention to detail and a commitment to brand-level quality and discretion.
4. Proven ability to manage multiple service cases simultaneously and to prioritise under time constraints.
5. Professional communication and stakeholder management skills, including interaction with external vendors and internal retail teams.

1. After-sales service
2. Warranty and repair management
3. Client relationship management
4. Service case tracking and reporting
5. Vendor coordination and quality control
6. CRM system proficiency
7. Microsoft Office (Excel and Outlook)

Typically 2–4 years of relevant experience in after-sales, customer service or service operations within luxury retail, fashion houses or premium goods manufacturers; prior exposure to repair workflows, workshops or ateliers is strongly preferred.

Bachelor’s degree or equivalent diploma preferred.

Chanel cultivates a culture of craftsmanship, discretion and excellence; employees are expected to uphold the Maison’s exacting quality standards while delivering personalised client service. The workplace blends creative heritage with rigorous operational discipline and cross‑functional collaboration across retail and atelier teams.