Bilingual Customer Care Advisor, French & English

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Groupe Clarins

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1954

💄 Beauty

🛍️ eCommerce

🧘 Wellness

Beauty • eCommerce • Wellness

Groupe Clarins is a trusted French family-owned company, renowned for its leadership in skincare and make-up, with operations in nearly 150 countries. Founded in 1954, the group is committed to sustainable innovation and enhancing beauty through concrete actions focused on caring for people and the planet. With a strong emphasis on Research & Development, Groupe Clarins is dedicated to producing pioneering formulas and timeless bestsellers, reflecting its mission of fostering a responsible and inclusive society, all while maintaining a deep respect for nature and the community.

📋 Description

• 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).

🎯 Requirements

• 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)

🏖️ Benefits

• Development and training opportunities • Attractive compensation and benefits