Chanel, we are looking for professional After Sales Service Communicator (CASS) who are fashionable, highly motivated, and confident in communicating with customers.
The candidate primary task is to respond to the customer's claims and ensure that the problems they are experiencing are resolved with appropriate solutions and in timely manner.

Key Responsibilities:

Handling of repair items & communicate their status

• Verify physical conditions of the repair items vs information registered on CASS system and document once received from boutiques and DC (both clients' and stocks)

• Diagnose the items thoroughly and take clear photos of the general conditions and areas of requested services.
• Advise FAs on – discrepancies, repair quotations, additional service proposals and Paris repair where applicable
• Sort out repairs into Paris and Local (internal and external) classifications
• Prioritize the repairs internally to ensure smooth and efficient repair process
• Follow–ups on repair status and alert boutiques (FA and ASS) on repair progress/if delays are expected.
• Prepare and issue daily repair items to repairers based on different priorities

Administration/Coordination/ CASS update

• Update additional status/remarks in CASS/GRACE system and repair form where applicable
• Clearly indicate the status and communicated details with retail team of the respective repair on both CASS form and GRACE system
• Make delivery/shipping arrangement and update system, email Regional Ops team for repairs to Paris GASD.
• QC, wrapping, system update, generate shipping list and send out repaired items upon completion of repairs.
• Update stock movement transferring to and from respective locations on GRACE and AX
• Arrange deliveries to return repairs back to respective boutiques in luggage via roller cages
  

Quality control:

• Control items for export shipment as assigned by product team
• Work closely with the boutiques and consolidate clients' feedback on product quality concerns and feedback to QC & AS Manager
• Perform stringent QC on all repaired items before returning to boutiques and DC
• Disseminate product quality alert to retail team when necessary.
• Recall of products at boutique level (instructions given by Global/Local Quality Manager)

Qualifications:

• Bachelor's Degree or above is a plus
• At least 1 year experience in the relevant field, such as After Sales Service, Customer Support/Associate, Quality Control, Merchandising and Buying
• Good knowledge for repair part of Fashion items including evaluation
• Proven experience in project management would be considered a plus.
• Positive attitude with constant innovation and work dynamic
• Ability to negotiate and resolve conflicts with customers, repairers, and stakeholder management through efficient communication
• Excellent customer service skills, meticulous with pleasant personality
• English Skill: Good Communication in spoken/written form (will be considered a plus)
• Computer literate: Proficient in Microsoft Word, Excel, Power Point and Power BI

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to CHANEL.