Customer Care Advisor
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Job Description
Remote Customer Care Advisor supporting Clarins beauty e-commerce customers across phone, email, and chat. Resolving orders, returns, loyalty, product, and service inquiries for US and Canada.
Responsibilities:
- Provide the highest level of customer service and beauty advice through email, telephone, and chat
- Listen to, understand, and resolve customers’ issues promptly
- Serve as the first point of contact between prospective customers and the Clarins brand
- Advise customers on shipping issues, product returns and replacements, promo code validation, loyalty account login, loyalty program points and rewards, products, online order management and tracking, special offers, services, and general inquiries
- Adapt the customer care approach to different customer profiles and provide 5-star service in the digital boutique
- Handle customer contacts through live chat, chatbot, email, phone, and live consultation
- Meet Clarins SLAs regarding wait and response time, CSAT, and NPS
- Manage large call, email, and chat volumes
- Provide customer care for Clarins.com websites serving customers in the US and Canada
Requirements:
- Minimum of 1-year Client Service experience in a contact center or in-store
- Associate degree or higher preferred
- Previous relevant experience(s) in Beauty or Retail
- Capacity to manage end customers
- Strong interest in understanding consumer insights and behavior
- Digitally minded and comfortable in handling different online tools
- Capacity to prioritize and work in a fast-paced environment
- Passion for delivering excellent Customer Experience across phone, email, chat, and video
- Outstanding written and verbal communications
- Proficient with SaaS platforms such as Salesforce, DemandWare, and Zendesk
- Proficient in Microsoft Outlook and Excel
- Proficient in Teams
- Ability to multi-task and handle multiple contacts at once
- Strong organizational skills
- Team Player Attitude
- Openness to Feedback
- Adaptability
- Active Listening
- Work Ethic
- English required
- French preferred
- Spanish preferred
- Ability to communicate clearly and create good relations with others
- Strong collaborator with influencing skills to bring people together in solving problems
- Resourceful in finding ways to get things done
- Open-minded, adaptive to change, and flexible in an evolving fast-paced environment
- High-speed internet
- Dedicated, quiet work area
- Ability to work East Coast Hours
- Must be flexible to work weekends as needed
Benefits:
- Development and training opportunities
- Attractive compensation and benefits
- Caring and inclusive corporate culture
- Remote work arrangement
- 40 hours per week, Monday–Friday, with weekend work as needed based on business needs
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