Chanel Customer Care Training Specialist

About Chanel

Chanel is a prestigious luxury fashion house known for its timeless elegance and innovative designs. As part of the global luxury conglomerate, Chanel offers a dynamic and sophisticated work environment that values creativity and excellence.

Role & Responsibilities

• Collaborate with local Learning & Development and Retail teams to schedule and align training sessions, incorporating relevant topics into the Customer Care curriculum and driving continuous improvement of upskilling initiatives
• Observe daily operations to identify improvement areas and share insights with market Customer Care management and the Regional Client Care team; act as a role model by gathering feedback from Customer Care Advisors on training effectiveness
• Conduct on-the-job coaching and on-the-ground upskilling to strengthen Customer Care services and enable advisors to translate training into daily work
• Develop practical and engaging upskilling approaches tailored to varying training and operational requirements, including product knowledge, service mindset, and desired behaviors
• Support evaluation of Customer Care Advisors and Senior Customer Care Advisors by working with the Regional Service Excellence Manager to assess service quality and identify performance gaps requiring further training
• Collaborate with the Regional Business Process Excellence Manager to identify process pain points and provide recommendations to refine Standard Operating Procedures
• Develop and localize call scripts customized for each of CHANEL's divisions to meet client expectations for the market
• Conduct regular quality assurance sampling inspections of customer interactions to evaluate QA scores, understand customer trends, and provide structured qualitative feedback to management
• Support the optimization of contact evaluation schemes and operation efficiency enhancements through collaboration with market Customer Care management and Regional Client Care team
• Serve as dedicated floor support or in-charge as needed to support daily operations

Qualifications

• Demonstrated experience delivering effective and engaging training and upskilling programs
• Strong business acumen and ability to identify development needs and deliver holistic training sessions
• Excellent interpersonal, communication, and presentation skills; ability to communicate complex ideas in an accessible manner
• Experience assessing the impact of upskilling and training initiatives and adapting programs accordingly
• Strong learning agility and a growth mindset enabling adaptation to innovative approaches
• Critical thinking and problem-solving skills to understand Customer Care Advisor training needs aligned with customer demands and CHANEL's learning ecosystem
• Team player with strong motivation and listening skills; ability to foster a positive working environment

Skills

Experience

Demonstrated experience in training and development, particularly in customer service or client-facing environments. Background in working with multi-divisional or matrix organizations, quality assurance frameworks, and upskilling initiatives is highly valued.

Education

Secondary education required; tertiary qualification in Human Resources, Training & Development, Business Administration, or related field is preferred.

Workplace

Culture

Chanel fosters a culture of innovation and excellence, where employees are encouraged to express their creativity and contribute to the brand's legacy. The work environment is both challenging and rewarding, with a strong emphasis on personal and professional growth.

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.