Brand Product Specialist

3 days ago

Sydney, New South Wales, Australia beBeeCustomerCare Full time $50,000 - $60,000
Job Opportunity

The Consumer Care Advisor is responsible for handling consumer inquiries in a professional manner, ensuring all communication adheres to company standards.

This position requires discretion and integrity, as it involves access to confidential information.

Key Responsibilities:
  • Ensure customer satisfaction and market growth through comprehensive knowledge of brand products.
  • Develop a deep understanding of brand products, including usage recommendations, promotional offers, events, and pricing for e-commerce sites and in-store sales.
  • Learn about new products and discontinuations across all ranges.
  • Understand distribution points of sale for advising consumers on where to buy.
  • Handle enquiries and support for e-commerce consumers, including tracking and trace, technical support, and order status or product enquiries.
  • 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.
  • Offer and process phone orders, including credit card payments.
Operational Effectiveness:
  • Assess each inquiry/complaint and determine the course of action.
  • Refund/replacement product or alternative product.
  • Obtain ingredient listings requests and escalate to NY for further detail.
  • Handle alleged product experiences with professionalism and empathy, following procedure and escalating to the legal team when required.
  • Re-orders for consumers through CS.net system and SAP.
Business Process Improvement:
  • Maintain and update CRM system with accuracy and detail, ensuring integrity of customer information.
  • Utilise the CRM database to record and track consumer history and identify patterns.
  • General tasks, such as processing and auditing returned products, handling customers professionally, and understanding when to escalate issues.
Workplace Health and Safety (WHS):
  • Take reasonable care of health and safety of self and others.
  • Cooperate with management in providing a healthy and safe workplace.
  • Report incidents or accidents as per company process.
Qualifications:
  • Working knowledge of computerised systems, including CRM, SAP, and industry knowledge.
Person Specifications:
  • Quality customer service skills.
  • Ability to obtain a police check with no disclosable court outcomes.
  • High attention to detail and organisational skills.
  • Ability to work autonomously and contribute to the team.
  • 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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