Consumer Care Specialist

2 weeks ago

Sydney, New South Wales, Australia ESTÉE LAUDER Companies Full time
Job Title: Consumer Care Advisor

At ESTÉE LAUDER Companies, we are seeking a highly skilled and dedicated Consumer Care Advisor to join our team. As a Consumer Care Advisor, you will be responsible for providing exceptional customer service to our valued consumers, ensuring that their inquiries and concerns are addressed in a timely and professional manner.

Key Responsibilities:
  • Develop a comprehensive knowledge of our brand products, including usage recommendations, promotional offers, and pricing for both our e-commerce sites and in-store for both Australia and New Zealand markets.
  • Stay up-to-date on all new products and discontinuations across our ranges, ensuring that you can provide accurate information to consumers.
  • Understand our distribution points of sale, enabling you to advise consumers on where to purchase our products.
  • Handle consumer inquiries and complaints daily via phone, email, live chat, WhatsApp, and social media, ensuring that communication is accurate, prompt, and professional.
  • Provide support for all e-commerce consumers, including track and trace, technical support, and order status or product inquiries.
  • Attend team meetings and brand or online meetings as required.
  • Maintain knowledge of store return rules, including Company stores, Corporate stores, Department, Freestanding, and Salons.
  • Understand consumer engagement via business and media platforms.
  • Offer and process phone orders, including credit card payments.
  • Assess each inquiry/complaint and determine the course of action, including refunds, replacements, or alternative products.
  • Handle alleged product experiences with professionalism and empathy, escalating to the legal team in NY when necessary.
  • Re-order products for consumers through our system and SAP as required.
  • Manage and lead Consumer Care support for business projects as needed.
  • Ensure knowledge of the latest Corporate statements, including animal testing.
  • Stay up-to-date on Australian/NZ rulings on SPF products.
  • Utilize the CRM database to record and track consumer history and identify consumer patterns.
  • Audit returned products for disposal.
  • Handle all customers with a professional phone manner and know when to escalate to avoid further consumer dissatisfaction.
Key Performance Indicators:
  • Positive stakeholder feedback from management, peers, and visitors.
  • Ensure all communications reflect Company standards.
  • Meet all deadlines.
  • Deal with all matters quickly and professionally.
  • Adhere to all procedures and policies.
Qualifications:
  • Working knowledge of a computerized system, including Microsoft Office 2007/2010 applications and CRM system SAP.
  • Beauty knowledge and understanding.
Person Specifications:
  • Quality customer service skills.
  • Ability to obtain a Police Check with no disclosable court outcomes.
  • High attention to detail and organizational skills.
  • Ability to work autonomously and contribute to the team.
  • 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.

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