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Jersey City, NJ
Administrative & Assistantship
Full - Time
11-Jan-2021

Summary: 

  • Masters customer relationship management software and systems 

  • Handles all escalated and/or complex consumer cases 

  • Product and brand expertise, providing best-in-class service 

  • Be the voice of our consumer and consumer-centric 

  • Dealing with complexity, analyzing information, and implementing brand vision 

  • Support leadership in trainings, cross-functional relationships, and external call center support 

Roles and Responsibilities: 

  • Fully manage business crucial tasks such as Ratings and Reviews for D2C and retailers, social channels, Pro-Artist Program, and monitoring all consumer touch points.  

  • Resolve complex consumer issues in regards to order management, social crisis, and digital issues. 

  • Provide elevated support to leadership during digital acceleration, ensuring all touch points are meeting standards for best-in-class experience. 

  • Liason with distribution partners, external call center, and L’Oreal Consumer Care Center. 

  • Achieve sales goals and department KPIs through continuous upskilling. 

  • Escalate and resolve issues from our third-party call center, and escalate coaching opportunities. 

  • Provide consumer data to cross-functional departments, including e-commerce and digital, marketing, and product development. 

  • Offer Social support on all social channels which includes Facebook, Instagram, & Twitter. 

  • Create and execute product trainings for external call center and upskilling for internal agents. 

  • Masters role in chats, phones and emails. 

  • Tenured agent with valuable consumer insights, product knowledge, and brand advocacy needed to drive department and business forward.  

  • Ensures compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care. 

Skills, Knowledge & Experience: 

  • Bachelor’s Degree preferred 

  • 3+ years of experience in Consumer Care 

  • Beauty experience a plus 

  • Proficient of Microsoft Office tools, Excel, Salesforce, OMS  



We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email USApplicationAccommodation@support.lorealusa.com. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.