Consumer Care Specialist

4 weeks ago

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

The Consumer Care Advisor is a key role within the ESTÉE LAUDER Companies, responsible for delivering exceptional customer service and support to our valued consumers.

Key Responsibilities:
  • Develop a comprehensive understanding of our brand products, including usage recommendations, promotional offers, events, and pricing for both our e-commerce sites and in-store for both Australia and New Zealand markets.
  • Stay up-to-date with new products and discontinuations across all our ranges, ensuring accurate and timely information is provided to consumers.
  • Understand our distribution points of sale 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 communication is accurate, prompt, and professional, and adhering to Company policy and procedures at all times.
  • Provide support for all e-commerce consumers, including track and trace, technical support, order status, and 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 and escalate to the legal team in NY when required.
  • Re-order products for consumers through the CS.net system and SAP as needed.
  • Manage and lead Consumer Care support for business projects as required.
  • Ensure knowledge and access to all the latest Corporate statements, including animal testing.
  • Stay up-to-date with Australian/NZ rulings on SPF products.
  • Knowledge of when to follow mandatory reporting for alleged product experiences involving SPF products.
  • Effective sourcing of brand information daily for the team, including marketing calendars, pricing, and brand information on discontinuations and new products.
  • Maintain and update the CRM system with accuracy and detail, ensuring the integrity of customer information is accurate and meets quality expectations.
  • Utilize the CRM database to record and track consumer history and identify consumer patterns and areas of concern.
  • Ability to process and audit returned products for disposal.
  • Ability to handle all customers with a professional phone manner and understand when to escalate to avoid further consumer dissatisfaction.
  • Perform other general tasks as required by the Manager from time to time.
  • Responsible for gaining knowledge from self-learning brand product platforms.
  • Work with the team to ensure stock of consumer samples across all brands is adequate.
  • Take reasonable care of the health and safety of themselves and others.
  • Cooperate with ESTÉE 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 ESTÉE LAUDER WHS principles, policies, procedures, and objectives.
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 (Word, Excel, Outlook, PowerPoint, Teams, etc.) and 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 that hinder the ability to meet the roles and responsibilities of the Consumer Care role (refer Police Check Policy).
  • 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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