Chanel Client Care Advisor

About Chanel

Chanel is one of the world’s most revered luxury houses, founded by Gabrielle Chanel and distinguished by an enduring vision of elegance, freedom, and modernity. As an employer, the House brings together métiers ranging from haute couture, fashion and leather goods to fragrance, beauty, watches, and fine jewelry, offering employees the opportunity to contribute to a legacy defined by exceptional craftsmanship and creative audacity. Chanel values excellence, discretion, collaboration, and long-term development, fostering an environment where talent is nurtured and heritage is continually reinterpreted for contemporary clients. Its teams are united by a commitment to quality, innovation, and the timeless spirit of the brand.

Role & Responsibilities

• Serve as the first point of contact for client inquiries via phone, WhatsApp, and email, handling cases independently while adhering to service standards
• Proactively resolve client issues and deliver a differentiated experience at every touchpoint, prioritizing client satisfaction
• Demonstrate comprehensive product and heritage knowledge to address inquiries and provide informed advisory across Chanel's collections
• Assess client issues and determine appropriate resolution pathways; prepare handling proposals for complex cases requiring senior advisor consultation
• Build and maintain strong relationships with boutique teams and internal stakeholders to ensure seamless operational coordination
• Support clients through guided navigation, troubleshooting, and personalized assistance while promoting adoption of enhanced service offerings
• Ensure accurate case handover and escalation to functional teams, delivering concise and actionable client insights and data
• Serve as the official communication channel for outbound client engagements, including events and campaigns supporting internal team strategies

Qualifications

• Demonstrated experience in luxury client care centers or e-commerce environments
• Proven ability to proactively identify and resolve client needs independently
• Excellent interpersonal and communication skills with the ability to engage clients and maintain refined tone of voice
• Strong problem-solving capabilities combined with agility in responding to diverse circumstances
• Empathy, resilience, and positive attitude when addressing client queries
• Growth mindset with demonstrated commitment to continuous learning and professional development
• Ability to navigate multiple systems and channels while capturing qualitative and quantitative client insights

Skills

Experience

Demonstrated client care experience in luxury retail or e-commerce environments, with a proven track record of independently addressing client needs and resolving complex issues while maintaining service excellence. Experience in client care centers or omni-channel luxury operations is highly valued.

Education

Secondary education minimum; advanced customer service certifications or luxury hospitality training is advantageous.

Workplace

Culture

Chanel fosters a culture of timeless creativity, exacting craftsmanship, and quiet excellence, where employees are encouraged to uphold the house’s heritage while contributing to its continued innovation. The workplace environment is refined, collaborative, and deeply committed to quality, offering professionals the opportunity to grow within a globally respected maison that values discretion, artistry, and long-term vision.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.