Customer Care Training Specialist

About the role

CHANEL's Customer Care team supports clients beyond the boutiques, offering a personalized, omni-channel service experience. As Customer Care Training Specialist, you work with the market Customer Care management team to run the contacts evaluation scheme, partner with the Regional Client Care and Learning & Development teams to improve learning efficiency, and deliver onboarding training and workshops. You will also help craft and maintain division-specific call scripts for Fashion, Watches & Fine Jewelry and Fragrances & Beauty Products.

Key responsibilities

• Schedule training sessions, align on timelines and integrate topics into the Customer Care learning curriculum.
• Observe daily operations, share insights with management and give guidance on case handling, products, policies and processes.
• Conduct on-the-job coaching with Customer Care in-charges so advisors turn training into day-to-day results.
• Develop practical upskilling approaches covering product knowledge, service mindset and desired behaviours.
• Evaluate Customer Care Advisors and Senior Customer Care Advisors' service quality with the Regional Service Excellence Manager and Trainer, and identify training gaps.
• Work with the Regional Business Process Excellence Manager to refine SOPs based on process pain points.
• Help localize call scripts for each CHANEL division and optimize the contacts evaluation scheme.
• Run regular random sampling inspections of contacts, measure QA scores and give qualitative feedback on advisor performance.
• Support daily operations as floor support or in-charge when needed.

Required profile

• Demonstrated experience delivering effective, engaging training and upskilling programmes.
• Experience assessing the impact of training initiatives and adapting programmes accordingly.
• Strong business acumen and ability to spot development needs.
• Excellent interpersonal, communication and presentation skills.
• Team player who listens and motivates others.

What we offer

• A growing team focused on strengthening the Customer Care experience.
• Career and developmental opportunities within the House.
• Exposure to the Customer Care operations environment, platforms, technology and systems.