CUSTOMER SERVICE CENTER ADVISOR 客户服务中心顾问 (Contractor)

Position

POSITION: Customer Service Center Advisor (Contractor)

Long-term contract / CHINA

CELINE, founded in 1945 by Céline Vipiana, is an iconic French Leather-Goods, Fashion & Couture House belonging to the LVMH Group.

To have a chance of joining CELINE, you must thrive as a team player in a fast-paced environment amongst passionate, agile, and authentic people.

YOUR WORK ENVIRONMENT

As a Client Advisor within the CELINE Customer Service Center, you will play a pivotal role in enhancing the customer experience across multiple channels. You will manage inbound and outbound inquiries, handle client complaints, and collaborate with various departments to ensure seamless operations.

This position offers a unique opportunity to deepen your understanding of CELINE's products and customer service standards while refining essential communication, service, sales, and clienteling skills.

KEY RESPONSIBILITIES

Inbound Inquiries Management:

- Handle pre-sales consulting needs from all online channels of Greater China (GC), including status checking requests, refund and exchange requests, invoice requests, and repairing or quality checking requests from online clients.

- Receive and address store phone calls from all Mainland stores.

- Manage customer complaints, including those from overseas customers who have purchased CELINE products.

Outbound Tasks:

- Conduct clienteling campaigns by making outbound calls or appointments via WeCom to engage with clients and enhance their brand experience.

- Follow up on customer complaints to ensure resolution and satisfaction.

Operations Coordination:

- Communicate with warehouses and stores regarding client requests for e-commerce (EC) orders and seamless store orders.

- Perform system operation actions to facilitate smooth order processing and fulfillment.

Selling and Online Clienteling:

- Actively engage in selling activities and clienteling efforts to build long-term relationships with clients.

- Provide personalized service and product recommendations to enhance client satisfaction and loyalty.

keys for success

Education:

- Bachelor’s degree or above.

Experience:

- Preferred 1-3 years of working experience in customer service, retail store or similar role.

- Experience in the luxury or fashion industry is highly preferred.

Skills and Competencies:

- Proactive sales awareness and service skills are necessary.

- A keen sense of fashion and luxury branding.

- Excellent team spirit, commercial mindset, and ability to work under pressure.

- Strong time management, multitasking, and prioritization skills.

- Professional communication and interpersonal skills with a genuine commitment to delivering exceptional customer service.

Languages: Fluency in Mandarin and English is required. Proficiency in additional languages is advantageous, such as Cantonese.

Workplace: 66F TOWER ONE PLAZA 66 NO.1266 NANJING ROAD WESTOTHER INFORMATION

Potential starting date: As soon as possible

OUR ENGAGEMENT

CELINE is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard.

We are committed to the prevention of all discrimination, providing equal opportunities to all applicants irrespective of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.

CELINE recruits and recognizes all types of talent and singularities.