Client Service Advisor

About the role

CHANEL is looking for a Client Service Advisor to support its client care function in Dubai. This role is centered on delivering a refined, personalized luxury experience through direct client support across phone, WhatsApp, and email. As the first point of contact, you will help extend the brand relationship beyond the boutique by offering responsive, empathetic, and seamless service.

The position plays an important part in CHANEL’s omni-channel client experience, where client care complements boutique services and acts as a key touchpoint for support, guidance, and product-related assistance. Success in this role depends on a strong understanding of CHANEL’s heritage, products, and service philosophy, along with the ability to collaborate smoothly with internal teams and boutique partners.

Key responsibilities

• Serve as the initial contact for client questions and service requests received through phone, WhatsApp, and email.
• Handle most cases independently across the workday while maintaining high service standards and a polished client experience.
• Resolve issues proactively and ensure every interaction reflects CHANEL’s luxury service approach.
• Build lasting client relationships by showing attentiveness, care, and a strong focus on satisfaction.
• Use product and service knowledge to respond confidently to the majority of day-to-day inquiries.
• Evaluate whether a concern can be handled immediately in line with company policy; for more complex matters, prepare a recommendation for review with a Senior Client Service Advisor.
• Maintain close coordination with boutiques and other stakeholders to support smooth operations and a consistent client journey.
• Guide clients through troubleshooting, navigation, and personalized support, including enhanced services available through the service catalog.
• Ensure case handovers and escalations to functional teams are complete, clear, and accurate, including useful client data and insights.
• Support internal initiatives by using the client care channel for outbound communication related to events and campaigns.

What you will bring

• Proven client care experience with the ability to anticipate needs and resolve issues independently.
• Background in client care centers and e-commerce within the luxury sector, with an understanding of refined tone and client expectations.
• Strong communication and interpersonal skills, with the ability to build trust both internally and externally.
• A calm, empathetic, and positive approach when dealing with client concerns.
• Adaptability, creative thinking, and quick decision-making across different situations.
• A growth-oriented mindset, curiosity, and willingness to continuously learn and improve.

What CHANEL offers

• The opportunity to contribute to a growing team focused on strengthening CHANEL’s client care experience.
• Exposure to client care operations, including the platforms, technology, and systems that support the function.

Culture and inclusion

CHANEL values an inclusive environment that encourages personal development and collective progress. The company recognizes that individual perspectives and experience strengthen team diversity, complementarity, and effectiveness, and welcomes applications from candidates who can contribute to that culture.