Associate, Client Care Advisor

About the Role :

Join CHANEL's Team in Piscataway, NJ, as a Client Care Advisor Associate and become an integral part of delivering exceptional experiences that embody the timeless values of the House.

In this role, you will play a pivotal part in building and nurturing client relationships through various contact channels.

Your mission is to provide impeccable service, bringing the essence of our products to life for clients engaged with us remotely.

What impact you can create at CHANEL :

Luxury Service Standards :

Uphold the highest standards of luxury service, ensuring that every interaction reflects the brand's commitment to excellence.

Proactively seek opportunities to exceed client expectations and elevate the shopping experience.

Client Relationship Management :

Cultivate strong, personalized relationships with clients through proactive communication and attentiveness.

Serve as a dedicated point of contact, understanding each client's unique preferences and needs.

Product Knowledge and Expertise :

Develop a deep understanding of CHANEL’s products, materials, and craftsmanship.

Stay informed about new arrivals, trends, and product features to provide accurate and valuable information to clients.

Problem Solving and Conflict Resolution :

Demonstrate enthusiasm for problem-solving, addressing client inquiries, concerns, and feedback with a solutions-oriented approach.

Collaborate with other departments to ensure timely resolution and exceed client expectations.

Boutique Collaboration :

Liaise with our boutiques to enhance the customer experience and foster a seamless connection between online and in-store services.

Coordinate with boutique teams to provide a cohesive and integrated client experience.

E-commerce Orders and Assistance :

Assist clients with online purchases, order inquiries, and returns, ensuring a seamless e-commerce experience.

Collaborate with the e-commerce team to address and resolve issues related to online orders.

Proactive Mindset and Technological Proficiency :

Proactively bring forward trends and insights to enhance the customer experience.

Showcase tech-savvy skills, navigating systems and tools to optimize efficiency.

Openness to Feedback and Coaching :

Foster personal and professional growth by being open to feedback and coaching from peers and leadership.

Actively seek opportunities for improvement and demonstrate a commitment to continuous learning.

You are energized by :

Thriving on the opportunity to provide exceptional client experiences, ensuring each interaction reflects the high standards of service expected by our clientele.

Finding energy in working within a highly collaborative environment, fostering teamwork and shared success.

Being motivated by the challenge of connecting the dots on problems, showcasing a keen eye for details, and possessing expert problem perception skills.

Seeking to be in the know and understanding the social media ecosystem, recognizing its impact on client care and brand representation.

A passion for personal growth and developmentand actively participating in continuous learning opportunities.

What you will bring to the team :

2-3 years in a related role

A strong ability to empathize with clients, ensuring a customer-centric approach in all interactions.

Excellent verbal and written communication skills to convey information clearly and professionally.

Demonstrated problem-solving skills with a proactive mindset, capable of finding creative solutions.

Flexibility to adapt to changing scenarios and the resilience to handle challenging situations with composure.

A team-oriented mindset, thriving in a collaborative environment and contributing to the collective success of the team.

Comfort and proficiency in utilizing CRM systems, call routing, and other relevant tools for efficient client engagement.

Bringing a positive and enthusiastic attitude to the team, contributing to a supportive and uplifting work environment.

Previous experience in a customer service or client-focused role, preferably in a luxury retail environment.

Previous experience in a call center environment preferred but not mandatory.

Strong digital and technical skills

Passion for luxury products and an ability to convey product knowledge with enthusiasm.

Excellent communication and interpersonal skills with a genuine commitment to providing exceptional service.

Strong problem-solving skills and the ability to navigate and resolve complex client inquiries.

Detail-oriented and able to maintain a positive and professional demeanor in all interactions.

Preferred but not required Salesforce & Genysys

Position Logistics :

2-3 years of experience in a related role

Onsite in the Piscataway, NJ location. Hybrid option after 90 days based upon performance

Ability to travel to local CHANEL points of sale, as needed

Compensation :

The anticipated base hourly range for this position is $23.90 through $28.00. Base hourly is one component of the total compensation for this position.

Other forms of variable pay may be offered for this position. Other components may include bonus potential, benefits, and / or perks.

Benefits and Perks :

Flexibility (flexible time and hybrid work options)

Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closureand Wellbeing Days in Retail) and a Wellbeing fund

Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)

Generous paid time off policies to include vacation, holiday, sick and volunteer days

401K, pension and other incentives

Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program

Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

Flexible Time and Hybrid Work Option :

Partially Remote : Role requires a minimum of three days in-person office presence at the designated location / office.

Additional Information :

Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work.

We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth.

This is reflected in :

Diversity and Inclusion :

At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.

We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.

Chanel Community :

CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.

Sustainability :

CHANEL Mission 1.5 is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.

5 degrees Celsius above preindustrial levels.

Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.

Arts and Culture :

We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent.

US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.

Fondation Chanel :

Since 2011, Fondation CHANEL’s mission is for women and girls to be free to shape their own destiny. Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.

For more information, please navigate to the Fondation Chanel website

Career and Leadership Development :

We have dedicated in-house teams focused on supporting the onboarding of employees,developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.

Last updated : 2024-04-27