Client Care Advisor
About this role
代表香奈兒品牌與顧客電話或文字接觸的第一線同仁，聆聽並回應顧客的需求同時傳遞香奈兒品牌精神。讓顧客在電話上體驗到香奈兒獨特貼心並專業的產品諮詢服務並了解顧客訴求及所反饋的意見處理。密切地跨部門合作溝通共同維護香奈兒品牌形象及創造絕佳的顧客服務體驗。
主要職責
- 代表香奈兒品牌與顧客電話及文字接觸的第一線同仁，主動及耐心了解及回應顧客的需求並解決問題。將顧客電話/文字上所反映及回饋的意見傳遞給各部門以利未來進步及改善的空間。
- 透過電話/文字諮詢及回應顧客需求，與顧客建立長久的關係並致力於提升顧客滿意度及對品牌的正面評價。
- 具備香奈兒產品專業知識及了解相關部門的零售營運及行銷活動內容，在電話或文字諮詢時展現專業及服務的熱誠回應顧客的提問及需求
- 冷靜機靈地處理電話客訴，耐心聆聽顧客不悅的情緒陳述事件的發生並安撫顧客提供解決的應對方案。針對不同類型的顧客，提供客製化的應答以體貼顧客所需並加深顧客對香奈兒品牌電話客服的好印象。
- 呈報客訴及特殊事件給電話客服主管及相關部門以利個案的分析及解決並提出最佳化處理方式。分享明確清楚的案件資訊、顧客回饋的意見及建議方案
- 跨部門學習及支援
具備條件
- 專科或大學畢業 , 主修顧客服務尤佳
- 至少2年電話客服經驗。曾任職於零售或美妝精品產業尤佳
- 正面樂觀的人格特質。具熱誠服務他人，能展現同理心並具耐心及韌性回應不同顧客所需及情境處理
- 具備「成長心態growth mindset」能自我激勵、反思及持續變通、改變及成長。情緒管理佳及抗壓性良好
- 能夠展現關懷顧客並樂意聆聽的意願及能力。預先想到顧客的需求及可能的反應以提供具建設性的處理機制尤佳
- 具備良好的人際關係，溝通、提問、邏輯分析、問題解決及時間管理能力
- 樂於與他人及團隊合作並能獨立作業
Company at a glance
Chanel is a private company and world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to exceptional craftsmanship and offering high-end creations. Chanel employs more than 32,000 people worldwide.
As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.
Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people.
Chanel is committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.
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