Customer Service Consultant [German & English Speaking]

L'Oreal AESOP Customer Care Consultant (English and German speaking)

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.

Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.

We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

Since 2023, Aesop has been part of the L'Oreal Groupe, founded in 1909 by Eugene Schuellerandis home to 37 global brands including Kiehl's, Lancôme, SkinCeuticals, Nyx, YSL and L'Oreal Paris; presenting wide-ranging opportunities for long-term career growth.

"A business doesn't consist of walls or machines, but people, people, people." – Eugene Schueller

A DAY IN THE LIFE

As a Customer Service Consultant at L'Oreal Aesop, your role will be to strengthen customer relationships and contribute to the commercial growth of the business through delivery of a flawless customer experience.

Responsible for selling product, providing support and care to customers across Aesop's evolving online customer service channels.

Brand

• Engage with constant learning and development to maintain comprehensive product knowledge across all categories to create personalised recommendations.
• Drive the omnichannel experience by staying up to date with Aesop's online and offline offerings, through proactively engaging with Aesop's various online channels and website, as well as working in the retail environment on a consistent basis.

Business

• Proactively engage with resources and tools to efficiently deliver consistent, accurate, and up-to-date information to customers.
• Execute key recovery processes and operations by navigating various systems (including Outlook, Teams, and SAP).
• Engage with the implementation of new systems and processes to optimise productivity and streamline workflows.
• Commit to being constantly risk-aware across all forms of communication by adhering to Aesop's compliance obligations.
• Appropriately determine when to elevate an issue and proceed by contacting the relevant departments.

Customer

• In accordance with Aesop guidelines and service expectations, respond to customer service enquiries across all channels including, but not limited to: support (email), chat, phone, social media, and video consultation.
• Identify the customer’s core contact reason and provide clear, considerate resolutions for support and recovery-related inquiries.
• Recommend and actively identify additional selling opportunities for product-related inquiries, supporting refund requests where applicable.
• Restore customer relationships and promote loyalty by responding to and handling sensitive and negative customer experiences (in-store and online) in a tailored and personalised manner.
• Support Third-Party Marketplaces to inform customer responses where relevant.
• Handle the organisation and dispatch of samples to customers.

Performance

• Optimise collective team productivity by effectively self-managing tasks and proactively working across multiple channels to assist the team.
• Actively engage in ongoing coaching and formal training.
• Monitor and engage with relevant data and service expectations to track personal and team performance.
• Foster a culture of positive teamwork by attending team meetings, participating in group activities, and sharing information.
• Seek out and provide feedback to team members to improve performance and drive personal growth.

Experience Required

• Proven experience in selling and care within a customer service environment.
• Proven track record of effective selling skills resulting in positive commercial outcomes.
• Proven ability to handle multiple systems and efficiently execute operational processes.
• Demonstrated ability to work autonomously to make decisions and manage workload.
• Highly desirable:Aesop retail experience.

Skills Required

• Fluency in English and German(required).
• Excellent communication and active listening skills.
• Excellent problem-solving skills, with a sharp and intuitive approach.
• Time management and task prioritisation skills.
• Ability to discern tasks that can be completed independently versus those requiring escalation.
• Working knowledge of computer software (Excel, Word, Teams, Outlook)
• Highly desirable:Working knowledge of customer support systems (e.g., SalesForce).
• Highly desirable:Knowledge of skin, body, hair, and fragrance products.

What We Offer

• Flexible, hybrid working pattern
• Generous L'Oreal 60% minimum product discount

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