Mission:
Engage the consumer of today and tomorrow to the brand by providing unsurpassed service to all customers in ensuring high image standards in the boutiques at all times.
Job Purpose:
This position is responsible to deliver the brand image through providing ultimate standard of after sales support and advice to our staff and clients in the boutique.
Key Responsibilities:
Support Fashion Advisors on more Complex Cases (20%)
- Provide support to Fashion Advisors & the current In Boutique After Sales Specialisit team, so that they may provide appropriate After Sales advice to clients, especially for more complex cases.
- Works with Fashion Advisors to ensure close follow up for all after sales cases and provide prompt and regular updates (eg technical aspects) to clients.
- Provide technical after sales advice to clients in the boutique as necessary.
Elevate After Sales Process & Elevate Know-how in Boutique (25%)
- Coach Fashion Advisors on simple product diagnosis, and to differentiate between repair and care services (initially for Handbags and WOC, to be expanded to other categories TBA)
- Validate the initial diagnosis done by Fashion Advisor.
- Guide Fashion Advisors as needed to ensure details & services are updated correctly in the CASS system with the correct estimate quotation.
- Guide Fashion Advisors as needed to perform the “authentication” quick check on all products received.
- Take clear photos of the general conditions and areas of requested service to be uploaded in CASS.
- Collaborate closely with Repair Centre on CASS follow up and repair/care status
Promoting the right “After Sales” mindset and culture in Boutique (25%)
- Share and infuse the rationale of “CHANEL & Moi” to the Boutique team.
- Work with Boutique Management to support Fashion advisors to elevate the After-Sales experience for their respective clients.
- Collaborates with Boutique CEM Expert on loyalizing After Sales Clients through instilling confidence and the right mindset in engaging After Sales Clients.
- Assist in CASS user trainings at boutiques and attend morning briefings to share Quality and After Sales topics.
OTHERS (30%)
Administration/Coordination/ CASS update
- Update additional status/remarks in CASS system and repair form where applicable
- Indicate clearly the status/conversation with clients of the repair on both CASS/repair form and communicate to Repair Centre on the needs of clients
- Validate Client contact details in the system (eg email, phone number, mode of communication)
Quality Control:
- Work closely with the boutiques and consolidate clients’ feedback on product quality concerns and feedback to QCASS Manager
- Disseminate product quality alert to retail team when necessary.
Reports:
- Track Commercial decisions and reasons and work with Boutique Management and QCASS Manager on actions plans to address issues and gaps
Repair & Care Stock Maintenance:
- Maintain clients’ repair and care inventory and perform stock-take exercise in boutiques on a weekly basis
- Work with Fashion Advisors to contact and remind clients on collection of items
Person Specifications:
Academic / Professional Qualifications
- Senior High School Graduate
- Good command of computer skills
Work Experience
- More than 5 years relevant experience in after sales and/or product quality control field
Required Competencies
- Strong team player with a client centric mindset
- Excellent communication and interpersonal skills
- Experience in handling luxury product repair work
- Pleasant disposition and personality
- Highly adaptable to a fast-paced and dynamic environment
- Willing to work boutique operating hours including weekends and public holidays
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.
