Assistant QC

1 month ago

Singapur, Singapore CHANEL Full time

CHANEL is a privately-owned company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We care deeply about our employees and strive to create a safe environment that values people’s humanity and uniqueness so that they are free to bring their full selves to work and to their life’s calling.

Inspired by our founder, Gabrielle Chanel, who constantly pushed boundaries in her personal and professional life, there is no one way forward at Chanel. We offer a unique work environment where you are encouraged to better understand the brand, the business, and your motivations, so that together we can unlock the possibility of your growth.

At CHANEL, being a purposeful and human-driven employer means being intentional, meaningful and caring in inspiring our people; fostering environments that reflect our strong values; encouraging and enabling inclusion; and investing in work and workplaces that foster collaboration and well-being. This is critical for the long-term success of our business.

CHANEL is committed to safeguard the incomparable quality of each creation.

Engage the consumer of today and tomorrow of the brand by providing unsurpassed services to all clients showcasing the eminence of Chanel products and our artisanal savoir faire.

Reporting to the Quality Control & After Sales Service Manager, this position is responsible for delivering a professional and seamless Quality Control, Repair and Care support to the brand by providing ultimate standards of our Quality & After Sales services to the retail team.

The impact you can create at CHANEL:

Manage Quality Control and Repairs (Fashion & Watches & Fine Jewellery)

Issue product quality alert to relevant business partners upon receiving information from Global/Regional teams

Work with Product/Retail & DC teams, organize and monitor QC process on all incoming and outgoing shipments for Fashion & WFJ products

Submit monthly and ad hoc Quality and repair issues reports to Global/Regional for quality analysis

Work with Local/Regional/Global teams on repair feasibilities and follow-ups

Organize and coordinate QC and Repair schedules to meet deadlines

Ensure highest standards in all aspect of the service provided throughout the repair process

Adherence to brand guidelines and quality standards

Develop Exceptional Customer Care Solutions

Act as a senior escalation point when your team requires assistance with more complex or sensitive queries. Deliver exceptional After Sales Service experience with the ability to make sound decisions and escalate issues where necessary.

Critical thinking, problem solving and analytical skills to better understand the business landscape and evolving client expectations and identify opportunity to enhance client experiences.

Resilience in dealing with difficult situations and a willingness to reflect and embrace continuous self-improvement and development whilst encouraging and guiding the team to do the same.

Foster Innovation & New Initiatives

Liaise with Global/Regional/other markets on best practices, adaptations, and local requirement and standard throughout entire project execution, respecting the project schedules and work plan

Monitor progress, conduct UAT and project review and submit reports to Global/Regional teams

Measure project performance to identify areas for improvement, and propose adjustments as needed

Provide project updates on a regular basis to various stakeholders about strategy, adjustments, and progress

Leadership & Operational Excellence

Motivate and inspire a team of Coordinators to optimize and improve processes and the overall approach to meet KPIs and SLAs

Day to day team management including planning, coaching, feedback, regular performance reviews.Assist team members to cope with workload amid the changing environment and expectations

Collaborate with retail team to share QC and repair topics during morning briefings

Work with L&D partners and organise training for retail teams on product Quality and After Sales Service related issues

Promote a supportive working environment that encourages a culture of self-development and resilience.

Update QC & CASS/ related SOP (procedures, processes and work flow)

Ensure policies, operational standards and procedures are clearly communicated, understood, and implemented by the team, whilst proposing improvements as relevant.

Manage contracts with vendors and suppliers, process PROs and verify invoices

Support ad-hoc duties and back up for team members

You are energized by…

Working in a highly collaborative environment. Being a true partner to the business stakeholders across the organization.

Enthusiastic about new technology and data, to improve processes and standards of customer care.

An environment that advocates listening, co-creation, inclusiveness, user-centricity, and agility in designing holistic solutions

A workplace where we provide you opportunities to drive values in areas where you are good at and support you to be at your best.

What you can bring to the team…

Tertiary Education

Min 8 years relevant experience in After sales service and/or product Quality, holding supervisory and/or project management roles

Good communication skills & Tech Saavy with the ability to navigate operating systems across platforms and channels

Exposures in luxury product repairs

Positive attitude, Passionate and Sensitive to client’s needs and expectations

Resilience and an ability to adapt and remain solution orientated

Confident, collaborative and organized

Detail oriented, high sense of responsibility

People oriented with good relationship building skills

Excellent communication & interpersonal skills

Thrive working in a team environment

Learning agility to continuously develop digital skills and abilities to meet demands.

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