Consumer Affairs “Care Consultant” at L'Oréal

Key Job Accountabilities
To ensure the most efficient and professional service to respond to our consumers and end users:

• Respond to all consumer contacts, across various contact channels, such as email, social media, and telephone calls, in accordance with group standard
• Provide guidance and advise on products and services in a professional, calm, and empathetic way.
• Handling consumer contacts in a high-pressured environment with accurate product, education and marketing related advise including wrap up and all relevant administrative work.
• Collaborate with various divisions and departments keeping abreast with marketing, sales, education tends, product knowledge and business needs.
• Ability to work cross functionally and with all levels of the business.

Use the CRM database for all consumer contacts

• Operate on a live CRM system, recording all customer contact related information in a logical, comprehensible way.
• Assist management with relevant ad hoc task - courier, consumer product replacements, factory forms, medial cases

Promote team spirit within the department

• Maintain harmony through respect for each other and the department.

Technical / Professional & Personal Competencies Required

• An excellent communicator (written and oral)
• Friendly, people focused, empathetic and organized
• Attentive to detail, accuracy, and PC literate
• Resilient and able to work in a high-pressured environment
• Team player

Education Knowledge & Experience

• Experience in a FMCG industry (Cosmetic / Pharmaceutical advantageous)
• Experience in a consumer contact center advantageous

L’OREAL COMPETENCIES

• INNOVATOR
• STRATEGIST
• PEOPLE DEVELOPER
• INTEGRATOR
• ENTREPRENEUR