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.
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.
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).

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 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
Languages: English (required)
French (required)
Spanish (preferred)

Bilingual Customer Care Advisor, French & English

Key skills