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Full - Time

Are you a digital native?  Love talking to customers?  And have a way with words?  L’Oreal Canada is looking for people who have high energy, fast-typing fingers and a willingness to put the customer first in everything they do.

The Team

The Customer Care team strives to deliver best in class service to our customers, partners and team mates.  We focus on collaboration, and the ability to adapt to our customer needs and have a passion for customer satisfaction.

The Roles and Responsibilities:

As a consumer relations specialist you will be responsible for assisting our customers with their customer service needs.  Receiving and responding to customer inquiries and requests, assisting with questions, checking order delivery status, and handling feedback and complaints is all apart of a days work.  Specifically this means:

  • Primarily providing exceptional customer service through live chat, and our brand social channels (Facebook, Instagram, and Twitter).
  • Responding to community ratings and reviews and questions people ask on our owned channels, as well as e-retailers and pure player (Amazon).
  • The role focuses on digital channels of engagement, but also requires the ability to take phone calls, and answer e-mails.
  • Adhere to all contact center metrics and key performance indicators that include productivity, adherence to schedule, average handle time, agent efficiency, customer satisfaction and call quality expectations. 
  • Identify themes and common problems to feed back to supervisor and brands directly for optimization opportunities. 

Qualifications and Experience

  • Previous customer-service experience an asset.
  • Preference will be given to candidates with experience in beauty industry with makeup, skincare, haircare, and fragrances.
  • Passion and interest in online communities and social media.
  • Experience with being an active member of a community, especially in moderation/administration capacity.
  • Experience with platforms such as Sprinklr, Sales Force, and Bazaar Voice.
  • Fluent in English & French, both written and verbal.

Job Type:  Full-Time, ability to work flexible days and hours.

L’Oréal is an equal opportunity employer.