Aftersales Specialist - Les Atelier, Bruton Place

An exciting opportunity has become available in the New L’ Atelier for an Aftersales Specialist. You will be joining an exciting new department and our very first dedicated aftersales boutique. You will primarily assist in the daily running of the boutique ensuring aftersales clients are welcomed and taken on the ultimate client experience. The role will cover all aspects of client and repair management, including the initial consultation with the client, assessment of repairs and providing updates throughout the process. You will work closely with the in house artisans and seamstresses in order to deliver a unique behind the scenes experience and provide the best solutions to clients requests. Some back of house duties will include liaising with the Croydon Atelier Team as well as the French Atelier Team, repair logistics, ordering spare parts and stock management.
LEVERAGING YOUR EXPERIENCE, CHANEL WILL ENABLE YOU TO... As part of this exciting new project you will be the face of the department, you will welcome clients into the new dedicated aftersales space providing a luxury experience for all visitors. You will in turn assist the boutique manager and artisans with all administration duties required to achieve company KPI’s . . With 8 collections created per year, each request is unique and should be assessed on a case by case basis. You will use your experience and product knowledge to provide the best solution for the client. Key back of house tasks including a focus on an express repair service for our iconic handbags will also require completion. You will have an eye for detail a good level of practical repair skills. Personal presentation and effective participation in teamwork at all times is of the utmost importance.
RESPONSIBILITIES TO INCLUDE

• Engaging with clients to facilitate their repair requests
• Timely and accurate completion of all CASS administration, adhering to Boutique/Department store procedures and policies as appropriate ensuring repairs are sent to the relevant workshops within the company guidelines of 3 days after being recorded

• Must be able to diagnose the reason for the product being returned and provide an appropriate solution ie in-house repair, send to Croydon, to Paris, credit offer or unrepairable
• Perform both express repairs and minor technical repairs on leather goods and costume jewellery (client and stock) according to company repair standards and quality assurance checks outlined in the in-house repair training
• Manage all spare part orders and inventory for the boutique
• Establish and maintain strong customer relationships by responding promptly and appropriately to all internal and external queries and ensuring that all parties are kept informed as appropriate

• Processing all client Credit Notes on CBR

• Deliver training to FA’s on CASS and GRACE projects in the boutiques
• Conduct interim stocktakes on repair locations
• Monthly/quarterly repair audits
• Accurate receipt of deliveries, ensuring that goods received correspond with the appropriate documentation
• Develop and maintain expert standards of product knowledge. All quality issue information to be shared as appropriate within the Boutique team and relevant head office departments

• Liaise with the Department Supervisor, Operations’ Manager and Aftersales Manager on all client complaints
• Good communication with the Transport Department to ensure repairs are collected on time
• Apply a helpful and courteous manner towards all colleagues, remaining reliable, supportive and flexible at all times

YOU ARE ENERGiSED BY...

• We are looking for someone who is outgoing, communitive and has an eye for detail.
• You will have a passion for craftsmanship , creation and client telling.
• You will be comfortable engaging with a range of clients in a positive manner.
• You will have a good understanding of luxury leather and costume jewellery products as well as RTW garments.
• Good problem solving skills are also key.
• Actively participating in positive feedback sessions to build on the strong relationships we have with the boutique aftersales network, Croydon Atelier as well as the global aftersales teams in France.
• You will be comfortable sharing opinions with the team and be proactive in learning about different products on a daily basis.

WHAT YOU CAN BRNG TO THE TEAM...

• With the main portion of the role being the receipt and initial assessment of all repair request a basic knowledge of CASS and the GRACE aftersales principles is beneficial.
• Positive and open mindset
• Empathy and listening skills are essential along with a “can do” attitude
• An understanding of clients expectations and good communication .
• Experience of managing workflow and meeting deadlines.
• Being able to plan your daily tasks and show flexibility to ad hoc requests
• Active participation in team meetings

WHAT YOU WILL LEARN AND WHAT CHANEL CAN OFFER YOU...

• An environment to express both your curiosity and capability, with the aim of creating sustainable long term personal and professional growth
• An inclusive approach to utilising the diverse range of personalities and competencies at CHANEL
• Delivery of excellence in an environment that places the long term success of its people and by extension the brand, at its forefront
• Being part of a team that delivers a key value add service to the client, and deepens the clients relationship with the brand

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.