Chanel Customer 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 primary customer contact across voice, email, and chat channels, operating 8 hours daily, 5 days weekly across multiple time zones to maximize customer reach
• Prepare customers for boutique visits by providing comprehensive product information, boutique details, and facilitating appointment scheduling
• Proactively guide customers toward boutique engagement and collaborate with boutique colleagues to orchestrate a luxury-caliber customer journey
• Coordinate with boutique teams on customer product requests, including reservations and inter-boutique transfers
• Address customer complaints with professionalism and brand-aligned service standards, collaborating across local and international departments to achieve resolution
• Process after-sales requests including invoice duplicates, tax refund administration, and returns coordination
• Advise customers on Chanel's after-sales and product care offerings, including care tips and maintenance guidance
• Maintain meticulous attention to detail and a human-centered approach, demonstrating active listening and undivided focus in all customer interactions

Qualifications

• Bachelor's degree minimum; Master's degree preferred
• Minimum 3 years of professional experience in a contact center or customer service environment
• Demonstrated experience in luxury, fashion, hospitality, or concierge services strongly preferred
• Complex problem-solving capability with ability to navigate ambiguity and multi-stakeholder environments
• Minimum typing speed of 50 words per minute with 95%+ accuracy
• Fluency in Mandarin Chinese and English (both written and spoken)

Skills

Experience

Minimum 3 years of professional experience in a contact center, customer service, or related environment. Experience within the luxury, fashion, hospitality, or concierge services sectors is highly valued. Candidates must demonstrate proven capability in handling complex customer issues and maintaining service excellence in fast-paced environments.

Education

Bachelor's degree is required; a Master's degree is preferred.

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.