Specialist Client Care Team Lead

As a Specialist Client Care Team Lead at Chanel in Piscataway, NJ, you will play a crucial role in supporting the growth and success of our Client Care team. You will partner closely with the Manager, Client Care to ensure seamless daily operations, foster team engagement, and uphold the exceptional service standards Chanel is known for. This position offers a unique opportunity to contribute to the future of luxury client interactions while developing your leadership skills in a dynamic environment.

• Uphold and promote the highest standards of luxury service, ensuring all interactions align with the brand’s commitment to excellence.
• Coach and develop a team of Client Care Advisors, fostering a positive and collaborative team culture.
• Support workforce management, including scheduling, to ensure optimal team coverage and seamless operations.
• Monitor service metrics and team performance, identifying trends and working with the Client Care Manager to improve client satisfaction.
• Assist in the timely resolution of client concerns and act as the direct point of contact for highly escalated issues.
• Collaborate with internal teams and external stakeholders to deliver a unified and seamless client experience.

• Minimum 2 years of experience in a related role.
• Bachelor's Degree preferred or relevant experience in a related industry.
• Experience in premium or luxury brands preferred.
• Background in Contact Center or Customer Service, with experience in understanding and meeting client needs.
• Knowledgeable in CRM and Quality programs, with proficiency in platforms such as Salesforce, Medalia, and Genisys preferred.