Customer Experience Advisor - Luxury CDI

CLIENT EXPERIENCE ADVISOR - PRESTIGE CDI

CONSEILLER(ERE) EXPERIENCE CLIENT

Join our E-Commerce DTC team and become our new Customer Experience Advisor for a luxury brand.

RESPONSIBILITIES

As our Client Experience Advisor, you are responsible for:

• Supporting customers in their interactions with the brand
• Having a real advisory role
• Customer service and sales support

Within COTY Luxury division, in a fast-paced and international environment, the E-Commerce DTC team is looking for a Customer Experience Advisor for a luxury brand. You will participate in the satisfaction and loyalty of our international customers and support the e-commerce activities in Europe and UK.

Your main focus :

• Be a brand Ambassador: Ensure an exceptional and personalized Customer Experience via phone, online chat and email in a "customer-centric" approach in both pre-sales and after-sales
• Follow up on personalized customer files and ensure that response times are respected
• Guide users through the Brand's values by having a listening attitude to understand and meet their expectations and help customers with all e-commerce related questions (orders/returns/refunds...)
• Respect the Brand's language & values in all communications with customers and reach out the customers in a pro-active way in a service centric approach
• Cooperate with the different departments to respond to customer requests and communicate customers feedbacks to support a continuous improvement process of the Customer Experience and the brand strategy
• Help with daily operations tasks: stocks follow-up, special projects that help to improve the customer experience.

Working for Coty means celebrating the diversity of beauty. We build brands to inspire and enable our consumers to experience the confidence and joy of expressing their beauty, their way. We aim to be gamechangers in the beauty industry, winning the hearts and minds of consumers around the world.

The team consists of 6 people, and you will work closely together with several departments. All your colleagues have a great mindset and enjoy working together. Working in the team, you will thrive.

YOU ARE A COTY FIT

You like being a real ambassador, as a Customer Experience Advisor you ensure an exceptional customer experience, and you get energy from working in a fast-paced, diverse, and international environment.

Other than that, you:

• Have 2 years' experience at the service of client (boutique, hotel or call center...) ideally in the beauty or luxury industry in a customer service.
• Are an excellent team player and have a great capacity to listen and understand our customers' requests
• Strong sensibility / knowledge to the luxury skincare and/or niche fragrance brands
• Empathic, very polite and kind, you have a deep understanding of the customer's needs and expectations. You are autonomous and you have a great sense of priorities
• Digital savy, you demonstrate great flexibility and attention to detail.
• Have excellent verbal & written communication skills. Fluent in English & French are mandatory, another language (German, Italian, Spanish) would be a plus.

OUR BENEFITS

As our Customer Experience Advisor some of the benefits you will receive are:

• Real career opportunities
• Company e-shop: discount on a wide selection of products
• Remote work: hybrid way of working 50% office, 50% from home
• Access to the gym

RECRUITMENT PROCESS

A telephone/online introductory meeting

A first in-person interview

A second interview

You will receive a proposal with the terms of employment.

ABOUT COTY

Coty is one of the world's largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty!

For additional information about Coty Inc., please visit www.coty.com/your-career