Customer Service Center Advisor

Overview

CELINE is an iconic French leather‑goods and fashion house within the LVMH Group, renowned for minimalist luxury, craftsmanship and refined prêt‑à‑porter. The brand combines artisanal savoir‑faire with rigorous commercial standards and offers a fast‑paced, creative workplace aligned with LVMH's global luxury network.

Role & Responsibilities

• Manage inbound inquiries from all online channels across Greater China, including pre‑sales requests, order status checks, refunds/exchanges, invoices and repair/quality queries.
• Answer and triage incoming phone calls from mainland stores and handle customer complaints, including cases from overseas purchasers.
• Execute outbound clienteling activities — calls and appointment setting via WeCom — to drive engagement, sales and long‑term client loyalty.
• Follow up complaint cases to resolution and ensure a high standard of client satisfaction.
• Coordinate operational requests with warehouses and stores for e‑commerce and seamless store orders; perform required system operations to process and fulfil orders.
• Provide personalised product recommendations and selling support to convert enquiries and strengthen client relationships.

Qualifications

• Bachelor’s degree or higher.
• Fluency in Mandarin and English; Cantonese an advantage.
• 1–3 years’ experience in customer service, retail, or a related client‑facing role; luxury or fashion sector experience highly preferred.
• Demonstrable clienteling or phone‑based sales experience and strong complaint‑handling capability.
• Commercial mindset, excellent interpersonal communication skills and ability to perform under pressure.

Skills

Experience

Preferred 1–3 years in customer service, retail or similar client‑facing roles; prior experience in the luxury or fashion industry is strongly preferred.

Education

Bachelor’s degree or above.

Culture

CELINE fosters a disciplined yet creative environment that values craftsmanship, discretion and commercial excellence. As part of the LVMH Group, the brand emphasises collaboration, continuous learning and respect for diverse perspectives within a high‑standards luxury context.