Client Care Advisor

Chanel Hong Kong Limited; Hong Kong; On-site; HKD 201,000 - 290,000; Full time

Job summary

CHANEL Hong Kong Limited seeks a Client Care Advisor to be the first line of contact for clients, delivering personalized luxury service across channels. You will know CHANEL products and heritage, address inquiries, and collaborate with boutique staff and internal teams to ensure a seamless client experience.

You will build long‑term relationships, demonstrate empathy, and translate client insights into service improvements, while fluently communicating in Cantonese, Mandarin, and English.

Qualifications

• Demonstrated client care experience and ability to proactively address clients’ needs and resolve issues independently.
• Excellent interpersonal and communication skills; ability to engage clients and build strong relationships internally and externally.
• A positive attitude, empathy and resilience when addressing clients’ queries and needs.
• Demonstrated adaptability to a variety of circumstances, creative problem solving and quick thinking to address queries and issues.
• The successful candidate must demonstrate full professional fluency in Cantonese, Mandarin, and English.

Responsibilities

• Act as the first line of contact addressing clients’ inquiries and needs.
• Proactively solve issues while delivering a differentiated experience at every touchpoint.
• Build long-term relationships by going the extra mile and ensuring client satisfaction.
• Demonstrate knowledge of CHANEL’s products and services to address daily inquiries.

Skills

Client care experience

Interpersonal skills

Communication skills

Empathy

Job description

At CHANEL, we aim to provide an unsurpassed luxury experience to clients worldwide. Critical to this ambition, Client Care is an important interface that extends the client relationship beyond the boutiques and provides seamless and accessible client 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 Client Care teams as a crucial service touchpoint. The Client Care team will complement the boutiques by providing the first level of luxury support to clients, delivering a memorable CHANEL brand experience with exceptional client care built on quality, trust and empathy.

The Client Care Advisor (CCA) will act as the first line of contact in addressing clients’ queries and needs, playing a crucial role in delivering the unique CHANEL experience. Key to your success in this role will be your ability to provide a wide range of services and product advisory, while delivering unsurpassed client service at all times, across all channels. You will need to thoroughly understand CHANEL’s products and heritage, flexibly address clients’ needs by telling engaging story and collaborating with various internal stakeholders (i.e., boutique staff and functional teams).

The impact you can create at CHANEL

The main responsibility is to act as the first line ofcontact in addressingclients' inquiries and needs, dedicating the majority of workdays to handling cases independently; proactively solve issues while delivering a differentiated experience at every touchpoint and ensuring service standards are observed.

Engage clients and build long-term relationships by going the extra mile, keeping in mind clients’ satisfaction as a core service value.

Demonstrate sound understanding and knowledge of CHANEL’s products and services to be able to address majority of daily inquiries.

Assess whether a client issue can be resolved immediately in accordance with company policies; in the event that a complex case necessitates case consultation, prepare a handling proposal for facilitating a case discussion with a Client Care Expert.

Build strong relationships with boutiques and strengthen collaborative partnership to ensure smooth operations as well as seamless and consistent client experience.

Simplify the servicing experience by supporting clients through guided navigation, troubleshooting, personalized assistance and take part in providing advanced services ride on enhanced service catalog.

Ensure clear and complete handover or escalation of cases from Client Care to the respective functional teams; deliver concise and accurate data and insights gathered from clients.

Assist internal teams with their strategies by acting as an official communication channel for outbound engagements with clients (e.g., events & campaign).

You are energized by…

Creating exceptional client experience moments to ensure an unsurpassed luxury experience for existing and prospective clients.

Solving challenges and addressing queries by collaborating and leveraging extensive product and system knowledge that exists across divisions and markets.

Exploring and learning how to navigate various systems and channels, accurately capture both qualitative and quantitative client insights to drive a truly seamless experience for your clients.

Adopting new technologies and highlighting their benefits toencourageclients to utilize them, resolve problems, and addresstheir needs.

An environment that advocates listening, co-creation, inclusiveness, client-centricity and agility in developing holistic solutions.

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

What you can bring to the team…

Demonstrated client care experience and the ability to proactively address clients’ needs and resolve issues independently.

Excellent interpersonal and communication skills; ability to engage clients and build strong relationships internally and externally.

A positive attitude, empathy and resilience when addressing clients’ queries and needs.

Demonstrated adaptability to a variety of circumstances, creative problem solving and quick thinking to address queries and issues.

Possesses a ‘growth mindset’ and is self-motivated; demonstrates relentless curiosity to learn, willingness to reflect and embrace continuous self-improvement and development.

The successful candidate must demonstrate full professional fluency in Cantonese, Mandarin, and English.

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 client care experience in CHANEL.

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

Exposure to a comprehensive and thoughtful client care operations environment and to the platforms, technology and systems used to drive this function.

At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Luxury & Designer Goods Retail 101-1,000 employees

Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality

craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide.

As an independent company, its core values are grounded in:

Exceptional creation and client experience Nurturing human potential Having a positive impact – on people, the environment and communities around the world.

As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.

Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand

the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity

is essential to the success of the organisation and its people.

Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.

Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality

craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide.

As an independent company, its core values are grounded in:

Exceptional creation and client experience Nurturing human potential Having a positive impact – on people, the environment and communities around the world.

As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.

Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand

the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity

is essential to the success of the organisation and its people.

Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.

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