Work From Home Customer Service Representative, Fashion

Description We Are Hiring During Covid-19 for Remote (Work-from-Home) Positions The CHANEL Customer Care Advisor (Customer Service Representative) provides elevated customer service and is responsible for assisting Chanel’s clients via all communications channels (phone, email, and chat).

Dedicated to this exclusive brand, the CHANEL Customer Care Advisor is an experienced customer service contact center professional who assists clients with all aspects of the service delivery experience including assistance for clients across the following lines of business: Fashion, Boutiques, Watches & Fine Jewelry, and e-commerce.

The CHANEL Customer Care Advisor utilizes a variety of resources and information to assist clients in a courteous and professional manner that supports Chanel’s brand standards and goal of providing world-class customer service.This position provides an opportunity for growth through the acquisition of additional skills within the program.

The new CHANEL Customer Care Advisor (Level I) begins by obtaining Certification for Fashion, Boutiques, Watches & Fine Jewelry and may then build upon this foundation with additional channels (email and chat), as well as content for additional lines of business (e-commerce).

Each skill requires formal Certification to ensure knowledge, content competency, and expertise is obtained to be successful and deliver an exceptional experience.Essential Responsibilities include the following (but are not limited to):Thorough understanding of and Certification for the Level I Skills: Fashion, Boutiques, Watches & Fine JewelryConvey energy, excitement, authenticity, and a deep appreciation for the timeless elegance of Chanel and proud to represent the brandShare enthusiasm for CHANEL through “love and romance” of products in client conversationsUtilize proactive and intuitive techniques to increase customer experience by providing suggestions for products that match their interests and desiresUtilize multiple service channels (email, chat, phone, etc.) to provide an outstanding customer experienceRetain deep knowledge of Chanel’s products and the ability to convey features and benefitsMonitor and return voice mail messagesMeet or exceed all program metrics (e.g., quality, NPS, attendance, phone KPIs)Thrive in an environment with high performance standardsCommunicate with clients and exhibit empathy when appropriateCommunicate with confidence policies as defined by ChanelMastery of program expectations and policiesAbility to exercise independent judgment and discretionEmbrace the commitment to customer service and nourish brand loyaltyAccurately document customer interaction details with limited errorsApply high-quality customer service guidelines while servicing clientsApply client and VIPdesk Connect policies as applicable whenever interacting with clientsOther responsibilities as assignedSkill Level Progression:Level l
– Phone for Fashion, Boutiques, and Watches & Fine JewelryLevel ll
– Email and Phone for e-commerce, Fragrance & Beauty, and EyewearLevel lll
– Chat for all lines of businessRequirements for Level I:High school diploma or equivalent3+ years of Customer Service experience2+ years of Contact Center experience2+ years of experience with a CRM such as Zendesk, Freshdesk, SalesforceSuperior verbal and written communication skillsExcellent listening skills with the ability to demonstrate understanding of the customer’s needsStrong problem solvingPatience and empathyPositive attitude with a customer-service orientationDetail oriented with a focus on quality and accuracy, ability to multitaskFlexible, adaptable, and willing to take on new challengesStrong sense of urgency and commitment to excellenceAble to type at least 35 WPM with proper spelling and use of grammarAble to use effective and probing questioning and listening techniques to identify customer needsCurious, confident, and driven to find solutions to customer issuesAble to learn and work independently and exhibit ownership as well as in a team environmentHistory of consistently meeting success metrics (Quality and NPS)Savviness and experience with Microsoft products and cloud technology is essential as multiple systems are in useMust have a home-office environment, internet connection, USB headset, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicableCurrently reside in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Maryland, Nevada, New Mexico, New Jersey, New York, North Carolina, Ohio, Tennessee, Texas, Utah, Virginia, or WisconsinAble to successfully pass a credit, criminal, and employment reference security checkPreferred Qualifications:Experience with luxury brandsGenuine passion for fashion, fragrance, cosmetics, and luxury goodsExperience with e-commerce retailExperience providing live chat customer supportCollege degreeAbility to travel to Chanel boutiques or training centers for training 4 times per year