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


      • 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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