Chanel Client Service 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 client inquiries via phone, WhatsApp, and email, handling the majority of cases independently and proactively resolving issues while maintaining service standards
• Demonstrate comprehensive knowledge of Chanel products and services to address client queries accurately and provide personalized advisory
• Assess client issues for immediate resolution in compliance with company policies; prepare handling proposals for complex cases requiring escalation to Senior Client Service Advisors
• Build and maintain long-term client relationships by exceeding expectations and prioritizing client satisfaction at every touchpoint
• Establish strong collaborative partnerships with boutique staff and internal stakeholders to ensure seamless operations and consistent client experience
• Support clients through guided navigation, troubleshooting, and personalized assistance while participating in advanced service offerings
• Ensure accurate handover and escalation of complex cases to relevant functional teams, delivering clear and concise client data and insights
• Serve as an official communication channel for outbound client engagements, including event invitations and campaign communications

Qualifications

• Demonstrated experience in client care centers and e-commerce within the luxury industry
• Proven ability to independently address and resolve client needs and issues
• Strong interpersonal and communication skills with ability to engage clients and build relationships
• Excellent command of written and verbal communication with a refined tone of voice appropriate to luxury clientele
• Demonstrated problem-solving ability and creative thinking when addressing complex queries
• Positive attitude, empathy, and resilience when handling client interactions
• Adaptability to varied circumstances and quick thinking capabilities

Skills

Experience

Demonstrated client care experience with the ability to proactively address clients' needs and resolve issues independently. Prior experience in client care centers or e-commerce functions within the luxury industry is preferred, with a strong track record of maintaining client satisfaction and building long-term relationships.

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.