Consumer Care Advisor

2 months ago

Sydney, Australia Estée Lauder Companies Remote Work Freelance 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 consumer inquiries and complaints daily by phone and email and Live chat, WhatsApp as well as escalated social media cases, ensuring communication with consumers is accurate, prompt and professional and adhering to Company policy and procedures as all times.

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:

Microsoft Office 2007/2010 application (word, excel, outlook, power point, teams etc);

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


  • Consumer Care Advisor

    2 months ago

    Sydney, Australia Estée Lauder Companies Remote Work Freelance Full time

    Consumer Care AdvisorThe 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...

  • Consumer Care Advisor

    2 months ago

    Sydney, Australia Estée Lauder Companies Full time

    Consumer Care AdvisorDescriptionThe 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...

  • Consumer Care Advisor

    1 month ago

    Sydney, Australia 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...

  • Product Advisor, Consumer Deposits

    5 days ago

    Sydney, Australia Vero Insurance Full time

    Jobs - Job Details - Product Advisor, Consumer Deposits Careers at Suncorp Take the next step. Be part of something bigger at Suncorp. Product Advisor, Consumer Deposits Job No: 671323 Sydney - Inner Suburbs & CBD, Sydney - Outer Suburbs, Brisbane - Inner Suburbs & CBD, Brisbane - Outer Suburbs, Various Permanent Full Time Banking Pay Band 5 Make a real...

  • Industry Advisor, Retail and Consumer Goods

    5 days ago

    Sydney, Australia Microsoft Full time

    OverviewWhy MicrosoftMicrosoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion...

  • Industry Advisor, Retail and Consumer Goods

    5 days ago

    Sydney, Australia Microsoft Full time

    Overview Why Microsoft Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of...

  • Consumer Care Sleep Coach

    2 weeks ago

    Sydney, Australia ResMed Full time

    Permanent (Full-time) Hybrid ways of working – WFH and onsite at Bella Vista Mon-Fri with a rotating Saturday every 4 weeks   Let's talk about the role: This role will focus on our consumers sleep health journey and understand the multiple pathways they can engage with while offering needs based solutions to Awaken Their Best through our...

  • National Advisor

    4 weeks ago

    Sydney, Australia Calvary Community Care Full time

    Sydney, NSW, Australia Permanent **Closing on**: Apr 21 2023 Favourite Position Description Progress with purpose at one of Australia’s largest health care providers Get ahead with salary packaging, benefits and professional development in a supportive team environment Permanent full time opportunity Location - Sydney About the role The National...

  • Care Advisor

    19 hours ago

    Sydney, Australia Stream Consulting Group Full time

    We are currently seeking a skilled Case Advisor with experience in Aged Care or Community Services who is eager to join an organization that values professional growth and autonomy. Join our exceptional home care team in Northern Beaches as a Case Advisor where you will work with a leading community care provider. **Benefits**: - Competitive salary of up...

  • Product Advisor

    1 week ago

    Sydney, Australia Vero Insurance Full time

    Jobs - Job Details - Product Advisor Careers at Suncorp Take the next step. Be part of something bigger at Suncorp. Product Advisor Job No: 671323 Sydney - Inner Suburbs & CBD, Sydney - Outer Suburbs, Brisbane - Inner Suburbs & CBD, Brisbane - Outer Suburbs, Various Permanent Full Time Banking Pay Band 5 Make a real impact on how Suncorp serves everyday...

  • People and Culture Advisor

    1 month ago

    Sydney, Australia Moran Health Care Group Full time

    **About us** Our values are **Respect, Kindness, Dignity **and **Compassion.** **About the opportunity** We are currently seeking a **People and Culture Advisor **to join our growing People and Culture team at our **Moran Head Office. **You will work with a wonderful team of dedicated people and your contribution will make a difference to our residents’...

  • Consumer Insights Manager

    1 month ago

    Sydney, Australia Pernod Ricard Full time

    Lead global consumer first thinking | Iconic Wine & Spirits portfolio | Voice of Consumer, Segmentation, Consumer targeting, Category, Shopper insights- Global Wine, Spirits & Champagne company with the world’s most iconic brands- Personalised Career Development | Grow your career in a Global Company- Culture of conviviality | Friendly supportive team |...

  • Digital Business Consultant

    4 weeks ago

    Sydney, Australia Cognizant Full time

    **About The Job** What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world. At Cognizant, together with your colleagues from all around the world,...

  • Consumer Relations Specialist

    2 days ago

    Sydney, Australia Reckitt Full time

    Want to build a culture that puts quality first? As a Consumer Relations Specialist (Property Damage & Fulfilment), you’ll have the freedom to set the highest standards. You will investigate and resolve product liability allegations and identify trends that may negatively affect our brands. - Competitive Salary & excellent benefits package - Covering both...

  • Head of Consumer Marketing

    4 weeks ago

    Sydney, Australia u&u Recruitment Partners Full time

    The Company A household brand name recognised across the globe for its high-quality consumer products, it is a stable and profitable business that is preparing for significant growth across multiple categories, all of which you can find in your home today. This business works closely with all major retailers in Australia. The role Working closely with...

  • Digital Business Manager

    4 weeks ago

    Sydney, Australia Cognizant Technology Solutions Full time

    Digital Business Manager - Retail and Consumer Goods Cognizant Consulting - ‘Senior Manager’ Do you want to engineer modern businesses to improve everyday life? Businesses today are having to navigate greater levels of uncertainty, market volatility and ever increasing customer expectations. We are the consulting team causing an impact in our...

  • Associate Consumer, Retail, Healthcare and

    4 weeks ago

    Sydney, Australia Bank of America Full time

    **About Bank of America** Our purpose as a firm is to make financial lives better, through the power of every connection. Across the world, we partner with leading corporate and institutional investors through our offices in more than 35 countries. In the U.S. alone, we serve almost all of the Fortune 500 companies and approximately 67 million consumer and...

  • Operational Support and Reporting Manager

    4 weeks ago

    Sydney, Australia Calvary Care Full time

    Make a difference at one of Australia’s largest health care providers Great leadership opportunity within a high performing and collaborative environment Generous salary packaging benefits, and unrivalled opportunities for professional development and growth Flexible Location : Sydney or Melbourne Join our dynamic team as the Operational Support and...

  • Consumer Information Consultant

    19 hours ago

    Sydney, Australia GWF Full time

    We are Australia's leading brand of quality bread and bakery products. We produce a diverse range of wholesome sliced bread, gourmet bread, muffins, crumpets and bakery snacks, as well as supplying leading Quick Service Restaurants and the commercial food service channel. Iconic brands include Tip Top, Bürgen, Golden and Abbott's Bakery. **About the...

  • Consumer Insights Account Manager

    1 month ago

    Sydney, Australia Resources Group AU Full time

    **FMCG experts**: This role focused on the FMCG Food, Drink and Restaurant industries. It’s high-profile data strategy using consumer survey data to identify new business opportunities, guide new product development, develop marketing strategies, enhance sales performance, optimise promotional and advertising campaigns. **50:50 Client Servicing & Data...