Client Care Advisor

Overview

Chanel is a preeminent French luxury house renowned for haute couture, ready‑to‑wear, leather goods, accessories and beauty. As an employer, Chanel is recognised for exacting standards, artisanal craftsmanship and a strong heritage-driven identity; the organisation values discretion, impeccable client service and long-term talent development within a structured, brand-focused environment.

Role & Responsibilities

• Serve as the first point of contact for client enquiries across phone, email and in‑store channels, ensuring timely, professional responses and follow‑up.
• Deliver high‑touch after‑sales service including returns, repairs coordination, order tracking and resolution of client issues with discretion and empathy.
• Manage client records and clienteling activities: update CRM notes, schedule appointments, track preferences and proactively nurture VIP relationships.
• Coordinate with boutiques, stock, logistics and regional teams to fulfil client requests, arrange deliveries and resolve cross‑border order queries.
• Support private client appointments and brand events, preparing product selections and ensuring personalised service standards are consistently met.
• Escalate complex issues and provide clear, accurate reporting on client feedback, recurring service issues and opportunities to improve the client experience.

Qualifications

• Proven track record of exemplary customer service in luxury retail, hospitality or client‑facing environments.
• Excellent verbal and written communication skills with the ability to handle sensitive matters with discretion.
• Strong organisational aptitude and attention to detail, with the ability to prioritise competing client requests.
• High level of cultural awareness and professional presentation appropriate to a luxury brand.
• Legal right to work in Hong Kong and flexibility to work retail hours, including weekends and evenings.

Skills

Experience

Approximately 2+ years of direct client service or retail experience, ideally within the luxury fashion, jewellery or high‑end hospitality sectors. Demonstrable experience handling VIP clientele, complex enquiries and after‑sales processes is strongly preferred.

Education

High school diploma or equivalent required; tertiary education in hospitality, communications, retail management or a related discipline preferred.

Culture

Chanel cultivates a disciplined, detail‑oriented workplace where creative heritage and commercial excellence intersect. The environment emphasises personalised service, professional refinement and career progression within a prestigious global luxury brand.