Client Service Advisor

About the role

CHANEL's Client Care team acts as the first line of contact for clients, extending the luxury experience beyond the boutiques. The Client Service Advisor handles client queries and needs across phone, WhatsApp and email, working mostly independently and building long-term relationships. The role requires deep knowledge of CHANEL's products and heritage and collaboration with boutiques and other internal teams.

Key responsibilities

• Act as the first point of contact for client inquiries by phone, WhatsApp and email, handling most cases independently and solving issues proactively.
• Demonstrate thorough knowledge of CHANEL's products and services to address the majority of daily inquiries.
• Assess whether an issue can be resolved immediately under company policy; for complex cases, prepare a handling proposal for discussion with a Senior Client Service Advisor.
• Build strong relationships with boutiques and other stakeholders to ensure a consistent client experience.
• Support clients through guided navigation, troubleshooting and personalized assistance, and escalate cases clearly to the relevant functional teams.
• Act as the official communication channel for outbound client engagements such as events and campaigns.

Required profile

• Demonstrated client care experience and the ability to resolve issues independently.
• Experience in Client Care Centers and e-commerce within the luxury industry.
• Excellent interpersonal and communication skills, with a positive attitude, empathy and resilience.
• Agility, creative problem solving and a growth mindset.

What we offer

• The chance to join a growing team focused on strengthening CHANEL's client care experience.
• Exposure to the platforms, technology and systems used in client care operations.