Groupe Clarins

• You will be responsible for providing the highest level of Customer Care for Clarins.com websites for both US and Canada via email, chat, and telephone. • Must be able to handle large call, email, and chat volumes. • As both a customer care resolution and product expert, your role will contribute to developing this channel into both a transactional platform and unique place to express the brand and its uniqueness, through enhanced customer experience and services. • Provide the highest level of customer service & beauty advice through email, telephone, and chat • Listen, understand & resolve our Guests’ issues promptly, by demonstrating both empathy for our Guests and expert understanding of Clarins procedures and platforms. • Be the first point of contact between prospective customers and the brand, advising on, but not limited to: shipping issues, product returns and replacements, promo code validation, loyalty account login, loyalty program points and rewards questions, products, online order management and tracking, special offers, services, and general inquiries. • Adapt customer care approach to different customer profiles and offering 5-star service at all times in the context of the digital boutique. • Meet all Clarins SLAs (Service Level Agreement) regarding wait and response time, CSAT (customer satisfaction) & NPS (Net Promoter Score).