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

• Act as the first line of contact for addressing client inquiries and needs, handling the majority of cases independently while proactively solving issues and ensuring adherence to service standards
• Engage clients and cultivate long-term relationships by exceeding expectations and prioritizing client satisfaction at every touchpoint
• Demonstrate comprehensive knowledge of Chanel's products and services to resolve the majority of daily client inquiries
• Assess case complexity and determine appropriate resolution pathways; prepare handling proposals for escalation to Client Care Experts when needed
• Build and strengthen collaborative partnerships with boutique teams to ensure operational consistency and seamless client experience
• Support clients through guided navigation, troubleshooting, and personalized assistance; participate in delivering advanced services from the enhanced service catalog
• Ensure clear handover and escalation of complex cases to functional teams with accurate, concise data and client insights
• Act as official communication channel for internal teams' outbound client engagements, including events and campaigns

Qualifications

• Demonstrated client care experience with proven ability to address client needs proactively and resolve issues independently
• Excellent interpersonal and communication skills with the ability to engage clients and build strong internal and external relationships
• Full professional fluency in Cantonese, Mandarin, and English
• Positive attitude, empathy, and resilience when addressing client inquiries
• Demonstrated adaptability to varied circumstances with strong creative problem-solving abilities
• Growth mindset with self-motivation, relentless curiosity to learn, and commitment to continuous improvement

Skills

Experience

Demonstrated client care experience with the ability to proactively address client needs and resolve issues independently across multiple service channels. Experience in luxury retail or hospitality environments is advantageous.

Education

Secondary education or equivalent; additional qualifications in hospitality, customer service, or related fields are valued.

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.