Summary
The Associate, Client Care Advisor delivers elevated service and builds personalized client relationships across remote contact channels. The role supports online purchases, order inquiries, returns, and issue resolution while partnering with boutiques and cross-functional teams to create a seamless client experience.
Responsibilities
- Provide exceptional, personalized service and proactively exceed client expectations.
- Develop product knowledge and share accurate information about products, materials, craftsmanship, and new arrivals.
- Assist clients with e-commerce purchases, order inquiries, and returns, and coordinate timely issue resolution.
- Partner with boutique teams and stakeholders on service standards, client communications, order management, and client issues.
- Meet service, productivity, quality, and client experience standards, maintaining accurate case documentation.
- Identify trends and insights, use client engagement tools effectively, and apply feedback to improve performance.
Requirements
- Two to three years of experience in a related role.
- Strong empathy, communication, problem-solving, and attention-to-detail skills.
- Ability to adapt to changing situations, handle challenging interactions with composure, and work collaboratively.
- Comfort and proficiency with CRM systems, call routing, and other client engagement tools.
- Onsite presence in Piscataway, New Jersey, is required during onboarding; hybrid scheduling may be offered after onboarding based on performance.
- Ability to travel to local CHANEL points of sale as needed.
