Customer Experience Advisor

coty -

Description complète du poste

Within COTY Luxury division, in a fast-paced and international environment, the E-Commerce DTC team is looking for a Customer Experience Advisor for a luxury brand. You will participate in the satisfaction and loyalty of our international customers and support the e-commerce activities in Europe and UK.

MAIN RESPONSIBILITIES:
Be a brand Ambassador. Ensure an exceptional and personalized Customer Experience via phone, online chat and email in a “customer-centric” approach in both pre-sales and after-sales. Follow up on personalized customer files and ensure that response times are respected. Guide users through the Brand’s values by having a listening attitude to understand and meet their expectations. Help customers with all e-commerce related questions (orders/returns/refunds…) Respect the Brand’s language & values in all communications with customers.

Reach out the customers in a pro-active way in a service centric approach. Cooperate with the different departments to respond to customer requests. Communicate customers feedbacks to support a continuous improvement process of the Customer Experience and the brand strategy.

QUALIFICATION :
Mini 2 years of experience at the service of client (boutique, hotel or call center…) ideally in the beauty or luxury industry in a customer service.

Excellent team player

Strong sensibility/knowledge to the luxury skincare and/or niche fragrance brands

Empathic, very polite and kind, you have a deep understanding of the customers needs and expectations. You are autonomous and you have a great sense of priorities.

Digital savy

Demonstrate great flexibility and attention to detail.

Excellent verbal & written communication skills

Listening skills, to understand customers’ requests

Fluent in English & French are mandatory, another language (German, Italian, Spanish) is a plus.

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