About this role
MISSION
- With the increasing expectations of all customers and their behavior transformation, the very notion of service is transforming. Customer Care Centers are playing a key role in the customer journey. We must provide best-in-class services to engage customers and prospects through all the different channels (calls, chats, emails ..) while communicating what makes the Chanel Difference and ensuring a consistent and connected customer experience across touchpoints, markets, divisions.
- Customer Care China is looking for Top Talents from the industry and is keen with grooming talents to realize their potential and contribute to shape a unique and world-class experience for our customers of today and tomorrow.
KEY RESPONSIBILITIES
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As key customer touchpoint, you will help customers through online chat, email, or telephone. operate from 8 hours per day, 5 days per week to ensure optimal reach through different channels
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Best prepare boutique visit by giving Product and Boutique information, assisting in boutique appointments
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Proactively drive customers to boutiques and connect customers with the appropriate boutique colleagues to ensure the most luxurious customer journey
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Coordinating with Boutiques on Customer Product Request (reservation, transfers.)
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Handling customer complaints with Brand Customer Service Values
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Handling after sales requests (invoice duplicates, tax refund..)
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Informing on Chanel After Sales and Product Care services (returns, care tips..)
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Resolution of customer complaint cases by collaborating with various departments (local and overseas) on resolution
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Deliver a personalized service: maintain a human touch, take time to listen and provide undivided attention
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What you can bring to the team
Qualifications
- Complex problem-solving skills to handle and settle customer cases
- Self-driven, proactive and maintain a positive attitude in a high pressure/fast-paced work environment
- Ability to Multi-task, multi-stakeholders and to operate a wide range of different systems simultaneously
- Excellent communication and comprehension skills
- Ability to learning on the fly and display adaptability to the continuous changes in a fast-paced environment
- Ability to type more than 50 words per minute, with accuracy 95%+
- Accept flexible scheduling, comfortable working with ambiguity
- Bachelor degree is must, Master is prefer
Work Experience:
- Minimum 3 years of working experience in contact center environment