Temporary Customer Care Advisor - Bilingual French & English

Clarins USA, Inc.•New York, NY

2d•Remote

About The Position

A global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Its raison d’être is "making life more beautiful, passing on a more beautiful planet". Operating in more than 150 countries, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas. Because our 8,000 talents are unique, we are committed to promoting diversity in all its forms. We are looking for a Temporary Customer Care Advisor (Bilingual English/French). This position will be remote, based in the United States. Please only apply if you are able to work East Coast Hours. Hours: 40 hours per week (approximately 8 hours per day) M-F and as needed on weekends based on business needs. Must be flexible. The role: You will be responsible for providing the highest level of Customer Care for Clarins.com websites for both US and Canada via email, chat, and telephone. Must be able to handle large call, email, and chat volumes. Clarins.com is THE online destination to express the brand values as well as to interact directly with the end customer. As both a customer care resolution and product expert, your role will contribute to developing this channel into both a transactional platform and unique place to express the brand and its uniqueness, through enhanced customer experience and services. Thanks to your expertise, our customers will enjoy a boutique level customer care experience in the comfort of their home – anytime, anywhere.

Requirements

Minimum of 1-year Client Service experience in a contact center or in-store
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 a range of channels from Phone, Email, Chat to video.
Outstanding written and verbal communications.
Proficient with SaaS platforms such as Salesforce, DemandWare & Zendesk.
Thriving in fast-paced, goal and service-oriented environments.
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 (required)
Ability to communicate clearly and create good relations with others
Strong collaborator with influencing skills to bring people together in solving problems, and resourceful in finding ways to get things done
Open-minded, adaptive to change and flexible in an evolving fast-paced environment
Genuinely looking forward to new challenges
Hi speed internet
Dedicated, quiet work area

Nice To Haves

Associate degree or higher preferred
Spanish (preferred)

Responsibilities

Provide the highest level of customer service & beauty advice through email, telephone, and chat
Listen, understand & resolve our Guests’ issues promptly, by demonstrating both empathy for our Guests and expert understanding of Clarins procedures and platforms.
Be the first point of contact between prospective customers and the brand, advising on, but not limited to: shipping issues, product returns and replacements, promo code validation, loyalty account login, loyalty program points and rewards questions, products, online order management and tracking, special offers, services, and general inquiries.
Adapt customer care approach to different customer profiles and offering 5-star service at all times in the context of the digital boutique.
Meet all Clarins SLAs (Service Level Agreement) regarding wait and response time, CSAT (customer satisfaction) & NPS (Net Promoter Score).