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

• Assist customers through online chat, email, and telephone, working eight hours per day, five days per week to provide coverage across channels.
• Prepare customers for boutique visits by providing product and boutique information and assisting with appointments.
• Proactively direct customers to boutiques and connect them with appropriate boutique colleagues to support a luxury customer journey.
• Coordinate with boutiques on customer product requests, including reservations and transfers.
• Handle customer complaints in line with Chanel Customer Service Values.
• Handle after-sales requests, including duplicate invoices and tax refunds.
• Inform customers about Chanel after-sales and product care services, including returns and care tips.
• Resolve customer complaint cases in collaboration with local and overseas departments.
• Deliver personalized service by maintaining a human touch, listening carefully, and giving customers undivided attention.

Qualifications

• Complex problem-solving skills to handle and settle customer cases.
• Self-driven and proactive, with a positive attitude in a high-pressure, fast-paced environment.
• Ability to multitask, manage multiple stakeholders, and operate a wide range of systems simultaneously.
• Excellent communication and comprehension skills.
• Ability to learn quickly and adapt to continuous changes in a fast-paced environment.
• Typing speed above 50 words per minute with at least 95% accuracy.
• Flexibility with scheduling and comfort working with ambiguity.
• Bachelor’s degree required; master’s degree preferred.

Skills

Experience

At least 3 years of work experience in a contact center environment.

Education

Bachelor’s degree required; master’s degree preferred.

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.