Job Description

JOB SUMMARY:

The Customer Care Representative will act as a brand ambassador by assisting and resolving customer inquiries on a variety of communication channels. This role will be responsible for capturing customer's expectations, preferences, and aversions while finding helpful solutions and delivering exceptional, professional service in every interaction. This role is great for someone with a customer-centric, solution-oriented mindset.

JOB RESPONSIBILITIES:

• Inbound & Outbound Contacts
  • Handle B2C prospects, register new B2C customers, take orders, answer requests or complaints and bring the most appropriate answer/solution according to L’Occitane’s Service Guidelines
  • Consistently models exemplary customer service and promote first contact resolution for both internal and external partners.
  • Actively listen to clients and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact, and diplomacy.
  • Outbound calling to customers, internal and external partners for various activities.
  • Keep accurate records and document customer service actions and discussions
• Call Center Operations and Additional Support
  • Identify and report any issues or factors affecting the operation, customer experience and over-all journey of products and services to the direct manager or by liaising with key internal partners to find a suitable solution.
  • Create new templates for  online self-service support and team’s email library
  • Monitor Customer service requests on the website, and all other social media platforms
  • Monitor Howtank community platform to build and maintain strong interaction between community members and consumers
  • All other duties or projects as assigned

KEY PERFORMANCE INDICATORS:

Net Promoter Score (NPS), Time to answer for emails and chat, Average speed of answer for calls, first contact resolution, Call log %, Customer Care Sales

REQUIREMENTS:

EDUCATION

Bachelor’s degree or equivalent experience.

EXPERIENCE

At least 1-year experience in a high volume, digital sales, and customer service support environment.

Experience with luxury/beauty brands are preferred

Retail experience in beauty brands is preferred

SKILLS

• Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity.
• Excellent communication in verbal and written form.
• Experience with computers and Microsoft Outlook, Word, and Excel
• Highly self-motivated, organized, and a team player
• Ability to work independently, take direction, and prioritize accordingly
• Ability to work cross-functionally in a fast-paced environment
• Ability to navigate through multiple computer applications with speed and accuracy
• Willingness and ability to operate in a team environment.
• Ability to convert inquiring callers into buyers.

PHYSICAL & TRAVEL REQUIREMENTS

• Must be able to work in normal office conditions.

L’Occitane North America offers a competitive compensation package and a comprehensive benefit offering that includes: Medical, Dental & Vision Plans, Healthcare, Dependent Care, Transit and Parking Flexible Spending Accounts, Life Insurance, 401(k) Plan, Generous L’Occitane discount, Paid Vacation, Personal Days, Summer Fridays and Holidays.

L’Occitane North America is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce. We are committed to maintaining a workplace free from prohibited employment conduct, including discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status, or any other legally protected status in accordance with applicable federal, state and local laws.

Employment is subject to verification of references and background check investigation.

Privacy Statement- All Applicants

https://www.loccitane.com/en-us/pages?fdid=terms-conditions#privacy_policy

United States Applicants Only -“Applicants have rights under Federal Employment Laws,”

https://www.dol.gov/whd/regs/compliance/posters/eppac.pdf' https://www.dol.gov/whd/fmla/posters.htm https://www.dol.gov/whd/fmla/userra.htm

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