Elite Customer Service Representative (Fashion Specialist) - #242857

Vipdesk Connect


Date: 05/05/2021 01:00 AM

City: Henderson, Nevada

Contract type: Full Time

Work schedule: Full Day

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 Jewelry


Convey energy, excitement, authenticity, and a deep appreciation for the timeless elegance of Chanel and proud to represent the brand


Share enthusiasm for CHANEL through "love and romance" of products in client conversations


Utilize proactive and intuitive techniques to increase customer experience by providing suggestions for products that match their interests and desires


Utilize multiple service channels (email, chat, phone, etc.) to provide an outstanding customer experience


Retain deep knowledge of Chanel's products and the ability to convey features and benefits


Monitor and return voice mail messages


Meet or exceed all program metrics (e.g., quality, NPS, attendance, phone KPIs)


Thrive in an environment with high performance standards


Communicate with clients and exhibit empathy when appropriate


Communicate with confidence policies as defined by Chanel


Mastery of program expectations and policies


Ability to exercise independent judgment and discretion


Embrace the commitment to customer service and nourish brand loyalty


Accurately document customer interaction details with limited errors


Apply high-quality customer service guidelines while servicing clients


Apply client and VIPdesk Connect policies as applicable whenever interacting with clients


Other responsibilities as assigned


Skill Level Progression:


Level l – Phone for Fashion, Boutiques, and Watches & Fine Jewelry


Level ll – Email and Phone for Chanel.com e-commerce, Fragrance & Beauty, and Eyewear


Level lll – Chat for all lines of business


Requirements for Level I:


High school diploma or equivalent


3+ years of Customer Service experience


2+ years of Contact Center experience


2+ years of experience with a CRM such as Zendesk, Freshdesk, Salesforce


Superior verbal and written communication skills


Excellent listening skills with the ability to demonstrate understanding of the customer's needs


Strong problem solving


Patience and empathy


Positive attitude with a customer-service orientation


Detail oriented with a focus on quality and accuracy, ability to multitask


Flexible, adaptable, and willing to take on new challenges


Strong sense of urgency and commitment to excellence


Able to type at least 35 WPM with proper spelling and use of grammar


Able to use effective and probing questioning and listening techniques to identify customer needs


Curious, confident, and driven to find solutions to customer issues


Able to learn and work independently and exhibit ownership as well as in a team environment


History of consistently meeting success metrics (Quality and NPS)


Savviness and experience with Microsoft products and cloud technology is essential as multiple systems are in use


Must 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 applicable


Currently reside in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Maryland, Nevada, New Mexico, New Jersey, New York, North Carolina, Ohio, Tennessee, Texas, Utah, Virginia, or Wisconsin


Able to successfully pass a credit, criminal, and employment reference security check


Preferred Qualifications:


Experience with luxury brands


Genuine passion for fashion, fragrance, cosmetics, and luxury goods


Experience with e-commerce retail


Experience providing live chat customer support


College degree


Ability to travel to Chanel boutiques or training centers for training 4 times per year

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