Care and Repair Advisor

The CHANEL & me promise is CHANEL's commitment to offer relevant services aimed at preserving the quality and longevity of our creations and thus deepening the customer's relationship with the house over time.

As part of the Chanel&Me program, we are looking for a "Care and Repair" advisor to join our boutique.

This is a permanent position based in Geneva.

Mission:

Driven by showcasing our creations and embodying CHANEL's exclusivity, the "Care and Repair" advisor offers clients a high-end after-sales experience, a true expression of the Chanel difference, as well as a catalog of exceptional services.

He/she works closely with the boutique's fashion advisors, as well as the artisans and tailors in the workshop who perform alterations, repairs, and restorations. He/she is a true ambassador of the CHANEL & me philosophy and passionately shares his/her knowledge with the boutique teams. 

He/she is tasked with providing exceptional service, in line with Chanel standards, within the given timeframes, to offer clients the ultimate CHANEL after-sales service experience.

Main responsibilities:

As an ambassador of CHANEL's promise of excellence, the Care & Repair advisor ensures the coordination and follow-up of after-sales service, thereby establishing deep customer loyalty to the house.

Customer contact:

You welcome and accompany the client throughout the after-sales process, in accordance with CHANEL's customer experience guidelines, the after-sales ceremony philosophy, and the CHANEL & me mindset.

You ensure to always maintain personalized communication with the client, sharing all necessary information at each stage of the process: diagnosis, repair time, repair cost if applicable, all while respecting individual needs and preferences.

You embody Care & Repair expertise and follow dedicated procedures (warranty, exchanges, credit, counterfeiting) to turn a possible client dissatisfaction into a positive experience and strengthen their loyalty to the house.

Administrative coordination of repairs:

You record repairs in the internal software, ensure follow-up, and update the status throughout the repair process.

You ensure that the client's needs are taken into account in communication with all stakeholders (global, local, and external workshops). 

You anticipate and take proactive measures to avoid any situation that could lead to client dissatisfaction.

You coordinate all deliveries, shipments, and product receipts in accordance with internal procedures, quickly taking action when potential issues arise and ensuring smooth communication with all concerned parties.

Fast repair and maintenance services:

You enhance the client experience by offering basic quick repairs (classic clasp and chain, 2.55 chain, earrings, eyeglass frames) and maintenance services (LG Styler, Jewelry shining, watch resizing).

You ensure you have the appropriate tools and spare parts by managing dedicated orders and stocks.

You liaise with the alteration workshop for operations related to ready-to-wear.

Quality management:

You monitor quality alerts and collaborate with the stock team. 

You take measures to manage after-sales service for defective products, promptly addressing defects and maintaining quality standards.

Boutique team commitment to maintenance and repair:

You are the ambassador of the CHANEL & me commitment and share your knowledge with sales teams during regular morning briefings.

You ensure continuous learning on all topics related to quality and CHANEL after-sales service.

You represent your boutique at meetings and seminars dedicated to after-sales service.

Job specifications / Profile:

Significant experience in retail (at least 3/5 years)

Excellent interpersonal and verbal skills • Willingness to share knowledge and know-how with teams and clients

Empathy, kindness, and ability to find solutions

Organization, rigor, sense of priorities, and leadership

Strong sense of fashion and products

In-depth knowledge of the after-sales process and basic repair skills

Fluency in English