Care & Repair Advisor

AS AN AMBASSADOR of the CHANEL’s PROMISE OF EXCELLENCE, YOU ENSURE THE MANAGEMENT AND THE FOLLOW UP OF THE AFTER-SALES SERVICE ESTABLISHING A DEEP CLIENT LOYALTY TO THE HOUSE

The position is based in the İstanbul İstinye Park Boutique.

Missions

• Clientele contact : You welcome and accompany the client throughout the whole after-sales process in accordance with the Chanel&Moi philosophy making sure to follow the Chanel client experience guidelines to assure an ultimate after-sales ceremony. You strive to always keep your client well informed about diagnosis, repair time, repair cost. You embody the Care & Repair expertise by applying dedicated procedures (warranty, exchanges, credit note, counterfeiting) to turn the client’s dissatisfaction into a positive experience and strengthen the client’s loyalty to the house.
• Repair administrative management: You record repairs in the internal software, following-up and updating the status throughout the repair process. You ensure clients needs are reflected in communication with all interlocutors (GASD, LASD, External workshops). You proactively anticipate and take action to avoid dissatisfying clients situation. You manage all deliveries, shipments and receiving of products in compliance with internal rules.
• Quick repair & care service: You improve client experience by offering basic quick repairs (timeless clasp & chain, 2.55 chain, Earring studs, Eyewear frame), and care services (LG Styler, coco crush shining, watch sizing). You make sure to have proper tools and spare-parts stock by managing dedicated orders. You liaise with the alteration workshop on repairs related to Ready To Wear.
• Quality management: You follow-up quality alerts with the stock and take actions to manage the after-sales service of defective products.
• Boutique’s team care & repair engagement: you embody and spread the Chanel & Moi values and transmit after-sales ceremony philosophy by training your colleagues from the sales teams, by dispensing regular morning briefs, by representing the boutique on aftersales meetings, and liaising all after-sales and quality topics between boutiques and Fashion Europe management. You make sure to get regularly trained : learn both independently and within the team, across all formats, to develop and enhance expertise.

Profile

Client and service-oriented, previous experience in the Retail or hospitality industry (luxury hotels) would be greatly appreciated. Soft skills above all:

• You have a keen sense of customer service, excellent interpersonal skills and an ability to deal with situations intelligently
• You have strong product and craftmanship sensibility and high interest in fashion
• You are proactive, organized, rigorous with a good management of priorities
• You are able to find solutions quickly
• You like to work in a team

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.

About Us

Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide.

As an independent company, its core values are grounded in:

Exceptional creation and client experience

Nurturing human potential

Having a positive impact – on people, the environment and communities around the world.

As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.

Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people.

Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.