Your role @ CHANEL

At CHANEL, we aim to provide an unsurpassed luxury experience to clients worldwide. Critical to this ambition, Customer Care is an important interface that extends the client relationship beyond the boutiques and provides seamless and accessible Customer Care with personalized human touch for a unique and differentiated CHANEL experience.

With advancing technological innovations, increasing expectations of clients, and a demand for a seamless omni-channel experience, there is growing importance and reliance on our Customer Care teams as a crucial service touchpoint. The Customer Care team will complement the boutiques by providing the first level of luxury support to clients, delivering a memorable CHANEL brand experience with exceptional Customer Care built on quality, trust and empathy.

• The Customer Care Training Specialist will work closely with market Customer Care management team to ensure the professional and quality service delivery of the centre by supporting and executing the contacts evaluation scheme. At the same time, you will partner with the Regional Client Care team and market Learning & Development team to contribute to the continuous improvement of learning efficiency and effectiveness, and to support upskilling initiatives that equip the market Customer Care team with the skills necessary to deliver a differentiated client service experience to CHANEL’s clients. Key to your success in this role will be your ability to deliver onboarding training sessions and workshops, craft and maintain standardized call scripts under guidance that are unique to each of CHANEL’s divisions
• Fashion, Watches & Fine Jewelry (WFJ) and Fragrances & Beauty Products (FBP). Conduct contacts sampling inspection regularly to ensure the team is able to satisfy clients with high-level of services. You will also be expected to identify key improvement areas, training needs and enhance upskilling methodology.

The impact you can create at CHANEL

• Collaborate with local market Learning & Development and Retail teams to schedule training sessions, align on the overall training timeline and incorporate relevant training topics into the Customer Care learning curriculum, and drive continuous improvement in the Customer Care upskilling agenda.

• Observe the daily operations to identify improvement areas, share observations and insights with the market Customer Care management and Regional Client Care team; Act as a role model by gathering feedback from CCAs and Sr.CCAs on effectiveness of learning programs and provide guidance to the team for case handling, products, policies and processes.

• Drive on-the-ground Customer Care upskilling required to strengthen the Customer Care services provided; liaise with Customer Care in-charges to conduct on-the-job coaching to ensure CCAs can translate their training into day-to-day work.

• Develop practical and engaging upskilling approaches to meet varing training and operational requirements such as product knowledge, service mindset and desired behaviors.

• Work closely with the Regional Service Excellence Manager and Trainer to support the evaluation of Customer Care Advisors (CCAs) and Senior Customer Care Advisors (Sr.CCAs) service quality and identify gaps in performance for further training and upskilling.

• Collaborate with the Regional Business Process Excellence Manager to gain insights on the process pain points of the team and provide input and recommendations to refine the Standard Operating Procedure (SOP).

• Partner with market Learning & Development teams to support the development and localization of call scripts, customized for each of CHANEL’s divisions to meet client expectations for market.

• Drive quality assurance by conducting random sampling inspections of contacts on a regular basis to gain a better understanding of customer trends and evaluate the QA score. Provide structured qualitative feedback to support the Customer Care management team in measuring advisor performance.

• Collaborate with market Customer Care management and Regional Client Care team to work on optimizing contacts evaluation scheme, operation efficiency enhancement and contribute to ongoing process improvement initiatives and working practices.

• Support the daily operation by acting as dedicated floor support / in-charge when necessary.

You are energized by…

• Elevating client experience through targeted training programs and Quality Assurance scheme, ensuring CCAs and Sr.CCAs can address queries, handle cases and drive a differentiated Customer Care experience.

• Engaging and developing CCAs, collaborate with management team in supporting CCAs in their career development and enabling them to perform at their best.

• Identifying opportunities and providing insights into practical, easy-to-understand upskilling sessions.

• Developing in-depth business acumen around Customer Care operations and digital channel development across CHANEL’s divisions.

• An environment that advocates listening, co-creation, inclusiveness, customer-centricity and agility in designing holistic solutions.

• A workplace that provides you with opportunities to develop and support you to be at your best.

What you can bring to the team…

• Demonstrated experience delivering effective and engaging training and upskilling programs; experience in training and development.

• Strong business acumen and ability to identify development needs to deliver holistic training sessions.

• Excellent interpersonal, communication and presentation skills; ability to communicate complex ideas and make it simple and understandable.

• Experience assessing the impact of upskilling and training initiatives and ability to adapt training programs accordingly.

• Strong learning agility and a growth-mindset that enables you to adapt and embrace innovative approaches to strengthen the Customer Care services provided.

• Critical thinking and problem-solving skills to better understand the CCA training needs to meet ever-evolving customer demands and align with the CHANEL learning ecosystem.

• Team player who is able to listen and motivate teams; fosters and contributes to a positive working environment.

What you will learn / What CHANEL can offer you…

• Opportunity to be part of a growing team that is focused on setting up and strengthening the Customer Care experience in CHANEL; opportunity to develop Customer Care advisors and enable them to perform at their best.

• Career and developmental opportunities in line with your aspirations; opportunity to grow with the House and to immerse yourself in CHANEL’s dynamic business.

• Exposure to a comprehensive and thoughtful Customer Care operations environment and to the platforms, technology and systems used to drive this function; opportunity to strengthen your coaching skills by developing individuals with diverse backgrounds and experiences in your team.