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Elite Customer Service Representative (Fashion Specialist)
Atlanta, GA (USA)
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Company: VIPdesk Connect Contact:
Post Date: 04/08/21 Phone:
Job Type: Full Time Fax:
Reference: EBA - 358 Mailing Address:

Company Profile:
VIPdesk, a premium provider of outsourced customer experience solutions, utilizes a select team of remote work-at-home Brand Ambassadors (customer service professionals), located throughout the U.S., to provide elevated customer experience for luxury and premium brands. As a certified B-Corp, Women-Owned-Corporation and Best Workplace winner, VIPdesk is on a fast mission to elevate the human experience with its team members and its partners. Talented team members of VIPdesk not only excel in delivering superior customer service but are passionate ambassadors of the brands they serve. VIPdesk's suite of services include Omni-Channel Customer service handling including all traditional and digital contact channels, full AI and assisted AI solutions, social media management, back office support and customer experience consulting.

Job Description:
Sorry, Visa / sponsorship not available.
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

Job Requirements:
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

VIPdesk Connect is proud to be an equal opportunity employer, M/F/D/V

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