The
world leader in beauty, L’Oréal is present in 130 countries on five continents.
Our 32 international brands have allowed us to devote ourselves solely to one
business: beauty, with a mission to provide the best in cosmetics innovation to
all women and men around the world. We want to bring beauty to all people. Our
ambition by 2020 is to win over another one billion consumers around the world
by creating the cosmetic products that meet the infinite diversity of their
beauty needs and desires through continued digital innovation. L’Oréal
encourages diversity and sustainable, ethical sourcing for all our products and
we have reduced our emissions by approx. 50% since 2005. Our brands are leaders in beauty, and we are
looking for you to lead the change you want to see in L’Oréal.
You will.....
The
key objective of this role is to work closely with our direct accounts to
ensure that we are able to meet the needs of our customers in a timely and
efficient manner. This will involve being able to demonstrate effective and efficient
handling of disputes and queries both over the telephone & email along with ad hoc administration tasks.
This role reports into the Customer Care Manager.
The role will entail:
•Building
Customer Relationships - To
act as a key point of contact for salons either
ringing, live chat & emailing Customer Care and ensure all queries
are logged & dealt with in a ‘Customer Centric’ manner. To manage daily flow of orders to hit
the delivery due deadlines and resolve any issues as quickly as possible.
•Effective Stakeholder Management - To liaise with product planning,
commercial, customer, warehouse, credit, transport and carriers and to build up
effective relationships with these key stakeholders . To liaise on a daily basis with the
Commercial Sales team to advise of potential issues regarding order processing
/ delivery / payment queries.
•
•Identify Efficiencies – Identify & Implement opportunities
to improve our service to both internal & external customers through
regularly getting feedback and being customer centric in your day to day
approach. Also identify efficiencies to the way we work and current processes
in Customer Care.
•
•Administration Tasks/Projects: Support and lead on locally initiated
projects & tasks as directed by the Customer Care Manager.
You Have....
•Experience in a Customer Care environment
is essential.
•Ability to build strong relationships
with internal & external stakeholders.
•Strong attention to detail skills
•A can
do attitude and ability to go above & beyond for our customers in the
service we provide
•Ability
to work in an ever changing & demanding environment.
•Strong
prioritisation skills and communication skills
(written and verbal)
•Ability
to challenge ways of working and seek out ways to continuously improve making
ideas a reality
•Experience
of using SAP would be advantageous
•Proficient
in Microsoft office Packages