Bilingual Customer Care Advisor, French & English

This is a fully remote position, open to applicants in United States.

📋 Description

• You will be tasked with delivering exceptional Customer Care for Clarins.com websites serving both the US and Canada through email, chat, and telephone communications.

• Ability to manage high volumes of calls, emails, and chat interactions is essential.

• As a customer care resolution specialist and product expert, your contributions will help transform this channel into a transactional platform while showcasing the brand's uniqueness through enhanced customer experiences and services.

• Deliver top-notch customer service and beauty advice via email, telephone, and chat.

• Listen attentively, comprehend, and resolve our Guests’ concerns promptly, demonstrating empathy and a thorough understanding of Clarins' procedures and platforms.

• Serve as the initial contact point for potential customers, providing guidance on various topics including shipping issues, product returns and replacements, promo code validation, loyalty account logins, loyalty program inquiries, product information, online order management and tracking, special offers, services, and general questions.

• Tailor your customer care approach to accommodate different customer profiles, consistently offering 5-star service within the digital boutique environment.

• Adhere to all Clarins SLAs (Service Level Agreements) concerning wait times, response times, CSAT (Customer Satisfaction), and NPS (Net Promoter Score).

⛳️ Requirements

• At least 1 year of Client Service experience in a contact center or retail environment.

• An Associate degree or higher is preferred.

• Relevant prior experience in the Beauty or Retail sectors is advantageous.

• Ability to manage end customers effectively.

• Strong interest in comprehending consumer insights and behaviors.

• Digitally savvy and comfortable utilizing various online tools.

• Capacity to prioritize tasks and thrive in a fast-paced environment.

• Passionate about providing an excellent Customer Experience across multiple channels, including Phone, Email, Chat, and video.

• Exceptional written and verbal communication skills.

• Proficient in SaaS platforms such as Salesforce, DemandWare, and Zendesk.

• Ability to excel in fast-paced, goal-oriented, and service-driven environments.

• Proficient in Microsoft Outlook and Excel.

• Familiarity with Microsoft Teams.

• Ability to multi-task and manage several contacts simultaneously.

• Strong organizational abilities.

• Demonstrates a Team Player attitude.

• Open to receiving feedback.

• Adaptable to changing situations.

• Active listening skills are essential.

• Strong work ethic.

• Language requirements: English (required), French (required), Spanish (preferred).

🏝️ Benefits

• Opportunities for development and training.

• Competitive compensation and benefits.