Consumer Care Advisor

9 months ago

Sydney, Australia The Estée Lauder Companies Full time

The Consumer Care Advisor is responsible for handling all consumer inquiries (questions and complaints) in a professional manner ensuring that all communication adheres to Company Policy and Procedures and external legislation.

This position will have access to a range of confidential information and so will require the personal characteristics of discretion and integrity.

**Key responsibilities but are not limited to**:

- Ensures customer and Market Growth_
- Develop a comprehensive knowledge of all Brand Products including usage recommendations, promotional offers, events and pricing for both our e-commerce sites and instore for both Australia and New Zealand markets.
- Responsible for learning about all new products and discontinuations across all our ranges.
- Responsible for understanding our distribution points of sale for advising our consumers on where to buy.
- Handle all enquiries and support for all our e-commerce consumers including however not limited to Track and Trace, technical support and Order status or product enquiries.
- Attend team meetings and Brand or online meetings where required
- Maintain understanding of store Return rules, including Company stores, Corporate stores, Department, Freestanding and Salons
- Have a clear understanding of consumer engagement via business and media platforms
- Understand specific brand requirements for our consumers ie; MAC makeover details or specific consumer brand programmes
- Offer and process phone orders (Including credit card payments)
- Manages Operational Effectiveness_
- Assess each inquiry/Complaint and determine course of action; Refund/Replacement product of alternative product
- Obtain Ingredient listings requests and escalations to NY for further detail
- Handle with professionalism and empathy following procedure all Alleged product experiences and escalate to legal team in NY when require for further guidance.
- Re-orders for consumers through CS.net system and SAP where required. ie; consumer orders lost in transit.
- Manage and lead Consumer care support for business projects where required.
- Ensure that you have knowledge and access to all the latest Corporate statements for issues such as animal testing.
- Ensure that you have knowledge of Australian/NZ rulings on SPF products.
- Knowledge on when to follow mandatory reporting for Alleged product experience where specific SPF products has been used.
- Effective sourcing of Brand information daily where required for the team. ie; marketing calendars, pricing, brand information on discontinuations and new products.
- Improves Business Processes_
- Always maintain and update CRM system with accuracy and detail, ensuring integrity of customer information is accurate, and within accordance of quality expectation.
- Utilise the CRM database to record and track consumer history and identity consumer patterns, areas of concern to manage.
- General_
- Ability to process and Audit returned products for disposal.
- Ability to handle all customers through professional phone manner and understand when to escalate to avoid further consumer dissatisfaction.
- Other general tasks required by Manager from time to time.
- Responsible for gaining knowledge from self-learning brand product platforms.
- Working with team to ensure Stock of consumer samples across all brands is adequate.
- Workplace, Health and Safety (WHS):_
- Take reasonable care of the health and safety of themselves and others
- Cooperate with Estee Lauder Management in the provision of a healthy and safe workplace
- Report any incidents or accidents as per Company process
- Undertake duties in accordance with the current Estee Lauder WHS principles, policies, procedures and objectives

**Key Performance Indicators**

Specific team and individual KPI’s are communicated by your manager.

**Key measures of success but are not limited to**:

- Positive stakeholder feedback - management, peers, visitors
- Ensure all communications is maintained to reflect Company’s standards
- All deadlines are met
- All matters dealt with quickly and professionally
- All procedures and policies adhered to

**Qualifications**
- Working knowledge of a computerised system including:

- Understanding and knowledge of CRM system
- SAP
- Beauty knowledge and understanding

**Person Specifications**
- Quality customer service skills
- Ability to successfully obtain a Police Check with no disclosable court outcomes which hinder the ability to meet the roles and responsibilities of the Consumer Care role (refer Police Check Policy)
- High attention to detail and organisational skills
- The ability to work autonomously and contribute to the team
- The ability to manage multiple priorities and time management
- Proactive and positive approach to work and tasks
- Confidentiality, tact and discretion when dealing with people
- Ability to work under pressure

**Job**: Marketing

**Primary Location**: Asia Pacific-AU-NSW-Sydney

**Job Type**: Standard

**Sch

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