Consumer Care Advisor

2 months 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 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

  • 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

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