Aftersales Specialist

Location: CHANEL Harrods Care & Repair

Contract: Permanent, Full-time 

YOUR ROLE @ CHANEL

You will primarily assist in the daily running of the boutique, ensuring aftersales clients are welcomed and provided with the ultimate luxury client experience.

The role covers 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 our in-house artisans and seamstresses to deliver a unique behind-the-scenes experience and provide the best solutions to clients’ requests.

You will also manage key back-of-house activities, including liaising with the 5 Queensway Atelier Team and French Atelier Team, coordinating repair logistics, ordering spare parts and managing stock.

As the face of the aftersales department, you will welcome clients into the dedicated aftersales space and provide a luxury experience for every visitor. With eight collections created each year, every request is unique and will need to be assessed on a case-by-case basis, using your experience and product knowledge to determine the best solution for the client.

WHAT IMPACT YOU CAN CREATE @ CHANEL

• Engage with clients to understand and facilitate their repair requests, providing appropriate solutions and keeping them informed throughout the process.
• Diagnose the reason for products being returned and determine the most appropriate solution, including an in-house repair, 5 Queensway or Paris Atelier repair, credit offer or identifying when an item is unrepairable.
• Perform express repairs and minor technical repairs on leather goods and costume jewellery, for both client and stock items, in accordance with CHANEL repair standards and quality assurance checks.
• Ensure timely and accurate completion of all ACET administration and that repairs are sent to the relevant workshops within company guidelines.
• Manage spare-part orders and inventory for the boutique.
• Build and maintain strong client relationships by responding promptly and appropriately to queries and ensuring all relevant parties remain informed.
• Process client Credit Notes on POS and support the administration required to achieve company KPIs.
• Deliver training to Fashion Advisors on ACET projects within the boutiques.
• Conduct interim stocktakes, monthly and quarterly repair audits, and accurately receipt deliveries against the appropriate documentation.
• Develop and maintain expert product knowledge, sharing relevant quality information with the Boutique team and appropriate Head Office departments.
• Liaise with the Department Supervisor, Operations Manager and Aftersales Manager regarding client complaints.
• Work closely with the Transport Department to ensure repairs are collected on time.
• Maintain a helpful and courteous approach towards colleagues, remaining reliable, supportive and flexible at all times.

WHAT YOU WILL BRING TO THIS ROLE

• An outgoing and communicative approach, with strong attention to detail.
• A good understanding of luxury leather goods, costume jewellery and Ready-to-Wear garments.
• A good level of practical repair skills and the ability to perform minor technical and express repairs.
• Basic knowledge of ACET is beneficial.
• Strong problem-solving skills and the ability to assess individual client requests and identify appropriate solutions.
• Empathy and strong listening skills, combined with a positive, open and "can do" mindset.
• An understanding of client expectations and strong communication skills.
• Experience managing workflow, prioritising daily responsibilities and meeting deadlines.
• Flexibility when responding to ad hoc requests.
• A collaborative approach and willingness to actively participate in team meetings and feedback sessions.

YOU ARE ENERGISED BY

• Delivering an exceptional luxury experience and building strong relationships with a range of clients.
• Craftsmanship, creation and understanding the technical details behind CHANEL products.
• Finding the best solution for each individual client and repair request.
• Working closely with artisans, seamstresses, the boutique aftersales network, 5 Queensway Atelier and global aftersales teams in France.
• Continuously developing your product knowledge and learning about different products on a daily basis.
• Sharing your opinions, knowledge and feedback with colleagues and contributing positively to the wider team.
• Working in an environment where attention to detail, teamwork, flexibility and personal presentation are of the utmost importance.
• Contributing to the ongoing and companywide vision of sustainability. Sustainability is one of CHANEL’s key performance drivers and is embedded into our ways of working. We require continued collective action from all employees to deliver on CHANEL’s House Sustainability Ambitions across our four key areas:
• Restoring Nature and Climate
• Investing in Circularity
• Advancing dignity and prosperity
• Promoting the autonomy of women

WHAT YOU WILL GAIN FROM THIS EXPERIENCE

• An environment in which to express both your curiosity and capability, with the aim of creating sustainable, long-term personal and professional growth.
• The opportunity to work within an inclusive environment that values the diverse personalities and competencies across CHANEL.
• The opportunity to develop your technical repair skills, product knowledge and understanding of CHANEL’s aftersales processes.
• Experience working closely with specialist artisans, ateliers and wider global aftersales teams.
• The opportunity to be part of a team delivering a key value-added service to clients and deepening their relationship with the brand.
• The opportunity to deliver excellence within an environment that places the long-term success of its people, and by extension the brand, at its forefront.
• The UK Region plays a pivotal role in delivering on CHANEL’s House Sustainability Ambitions. Transforming our business and leaving a lasting positive impact on people and planet will require the collaborative efforts of everyone across our House. As an employee of CHANEL, you will be an important part of this journey.

BENEFITS AT CHANEL   

• Our employee benefits have been created to support you across your professional and personal life by offering you:   

• Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories   

• Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and 100s more. 

• Mental Wellbeing: Employee Assistance Programmes and Other Support Lines   

• Platforms: Multiple Platforms to support across Wellbeing    

• Lifestyle: Arts & Culture Ticket Discounts across major London attractions, CHANEL Product Discounts and Employee Only Sales   

• Employee Recognition: Service Awards Programme offering CHANEL Products, Retail Vouchers and Additional Holidays across milestones 

 *Benefits are eligibility dependant and subject to change at any time    

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.