Associate, Client Care Advisor

CHANEL • Fort Washington, MD

13d • $25 - $30 • Hybrid

About The Position

Join CHANEL's Team in Piscataway, NJ, as a Client Care Advisor 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.

Requirements

• 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.
• 2-3 years of experience in a related role
• Onsite presence in Piscataway, NJ is required during the onboarding training and foundational ramp period.
• Hybrid scheduling will be offered upon successful completion of onboarding and demonstrated strong performance, accountability, and independent client management.
• Ability to travel to local CHANEL points of sale, as needed

Responsibilities

• 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.
• 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.
• 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.
• Demonstrate enthusiasm for problem-solving, addressing client inquiries, concerns, and feedback with a solutions-oriented approach. Collaborate with other departments and divisionally to ensure timely resolution and exceed client expectations.
• Cultivate trusted partnerships with boutique teams and cross-functional stakeholders to deliver a seamless, elevated client journey across digital and in-boutique touchpoints. Serve as a strategic liaison between Client Care and boutiques, ensuring alignment on service standards, client communications, order management, and issue resolution to protect and enhance the client experience.
• 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.
• Proactively bring forward trends and insights to enhance the client experience. Showcase tech-savvy skills, navigating systems and tools to optimize efficiency.
• 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.
• Consistently meet or exceed established operational and quality performance standards, including service level expectations, productivity, case accuracy, and client experience metrics (e.g., quality evaluations, client satisfaction/NPS).
• Maintain a high standard of documentation and case management accuracy to ensure continuity of service and compliance with brand standards.
• Demonstrate strong ownership of your performance by leveraging coaching & feedback, reporting insights, and self-reflection to continuously elevate your impact.
• Balance efficiency with elevated tone of service, ensuring productivity aligns with and supports the CHANEL client experience.

Benefits

• Wellbeing resources include dedicated paid time off for wellbeing 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 Options

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed