Customer Care Advisor

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

📋 Description

• Deliver exceptional customer service and beauty guidance via email, phone, and chat.

• Actively listen to, comprehend, and swiftly address customer concerns.

• Serve as the initial touchpoint between potential customers and the Clarins brand.

• Provide assistance regarding shipping inquiries, product returns and exchanges, promo code validation, loyalty account access, loyalty program points and rewards, product information, online order management and tracking, special promotions, services, and general questions.

• Tailor customer care strategies to various customer profiles, ensuring a 5-star experience in the digital boutique.

• Manage customer interactions through live chat, chatbot, email, phone, and live consultation.

• Adhere to Clarins service level agreements concerning wait times, response times, customer satisfaction (CSAT), and net promoter score (NPS).

• Handle substantial volumes of calls, emails, and chats.

• Provide customer support for Clarins.com websites catering to customers in the US and Canada.

⛳️ 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 sector.

• Ability to manage end customer interactions effectively.

• Strong interest in understanding consumer insights and behaviors.

• Digitally savvy and comfortable with various online tools.

• Capable of prioritizing tasks and thriving in a fast-paced setting.

• Enthusiasm for providing outstanding customer experiences across phone, email, chat, and video channels.

• Excellent written and verbal communication skills.

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

• Skilled in Microsoft Outlook and Excel.

• Familiar with Microsoft Teams.

• Ability to manage multiple tasks and contacts simultaneously.

• Strong organizational abilities.

• Team-oriented mindset.

• Receptiveness to feedback.

• Flexible and adaptable to change.

• Active listening skills.

• Strong work ethic.

• Proficiency in English is required; French and Spanish are preferred.

• Ability to communicate clearly and foster positive relationships.

• Collaborative with strong influencing skills to unite teams in problem-solving.

• Resourceful in finding solutions to challenges.

• Open-minded and adaptable in a rapidly changing environment.

• Reliable high-speed internet connection.

• A dedicated and quiet workspace.

• Availability to work East Coast hours.

• Must be willing to work weekends as required.

🏝️ Benefits

• Opportunities for development and training.

• Competitive compensation and benefits package.

• Supportive and inclusive corporate culture.

• Remote work options available.

• 40-hour workweek, Monday to Friday, with weekend shifts as needed based on business requirements.