Customer Care Advisor

MISSION

• With the increasing expectations of all customers and their behavior transformation, the very notion of service is transforming. Customer Care Centers are playing a key role in the customer journey. We must provide best-in-class services to engage customers and prospects through all the different channels (calls, chats, emails ..) while communicating what makes the Chanel Difference and ensuring a consistent and connected customer experience across touchpoints, markets, divisions.
• Customer Care China is looking for Top Talents from the industry and is keen with grooming talents to realize their potential and contribute to shape a unique and world-class experience for our customers of today and tomorrow.

KEY RESPONSIBILITIES

• As key customer touchpoint, you will help customers through online chat, email, or telephone. operate from 8 hours per day, 5 days per week to ensure optimal reach through different channels
• Best prepare boutique visit by giving Product and Boutique information, assisting in boutique appointments
• Proactively drive customers to boutiques and connect customers with the appropriate boutique colleagues to ensure the most luxurious customer journey
• Coordinating with Boutiques on Customer Product Request (reservation, transfers.)
• Handling customer complaints with Brand Customer Service Values
• Handling after sales requests (invoice duplicates, tax refund..)
• Informing on Chanel After Sales and Product Care services (returns, care tips..)
• Resolution of customer complaint cases by collaborating with various departments (local and overseas) on resolution
• Deliver a personalized service: maintain a human touch, take time to listen and provide undivided attention

What you can bring to the team

Qualifications

• Complex problem-solving skills to handle and settle customer cases
• Self-driven, proactive and maintain a positive attitude in a high pressure/fast-paced work environment
• Ability to Multi-task, multi-stakeholders and to operate a wide range of different systems simultaneously
• Excellent communication and comprehension skills
• Ability to learning on the fly and display adaptability to the continuous changes in a fast-paced environment
• Ability to type more than 50 words per minute, with accuracy 95%+
• Accept flexible scheduling, comfortable working with ambiguity
• Bachelor degree is must, Master is prefer

Work Experience:

• Minimum 3 years of working experience in contact center environment