Función del empleo: Administrative & Assistantship

Tipo de puesto: Permanent

Tipo de empleo: Full - Time

Localización: New Jersey - Berkeley Heights

País: United States

Consumer Advocate

·         Job Summary:  The Consumer Care Center in Berkeley Heights, NJ gives L’Oreal USA the ability to engage with our consumers through many touch points. The Consumer Advocates will support the Hair Care/Color category by responding to consumer contacts via multiple channels (phone, email, letter, chat, social media, SMS).  Advocate will provide expert knowledge to consumers, salons, and other sources contacting us for information or seeking assistance in the use our products.  Will utilize opportunities to build sustainable relationships.  Offers insights to the brands for continuous product and service improvement. For Professional Products brands of the Selectives Division.

 

*A valid Cosmetology License and 3–5 years of in salon color experience required.

Key Job Accountabilities:

General:

·         Meets established quality standards in all contacts across channels

·         Ensures optimal service levels maximizing resources

·         Recognizes and recommends new ways to influence consumers in their purchase decision

·         Performance meets expectations of key metrics

·         Adheres to assigned schedule which is subject to change and may include evening and/or Saturday hours.

·         Offers schedule flexibility to support the needs of the business

·         Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer

·         Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative in an effort to reduce disruptions in service or detract from customer satisfaction.

·         Supports the voice of the consumer by collecting insights as requested by the brands, CMI, digital and e-commerce

 

Product expertise:

·         Has expert product knowledge within the Métier

·         Assists consumers in finding appropriate products

·         Educates consumers in the use of our products

·         Identifies cross-selling opportunities and introduces consumers to new products and services

·         Builds relationships with each consumer who contacts our brands

·         Recognizes product issues that should be brought to the attention of the brands and/or management

·         Is able to communicate content of consumer conversations accurately to support consumer insights

·         Participates in focus groups or discussions with stakeholders

·         Resolves issues fairly, balancing the needs of the consumers with those of the organization

CRM:

·         Documents product issues in a way that the information can be used for product improvement or development

·         Accurately enters information in the CRM and surveys to ensure data integrity

 

Competencies required:

·         Acts/Leads with Human Sensitivity

·         Displays Sensitivity to the Métier

·         Interacts Effectively

Achieves Results with Integrity



We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email USApplicationAccommodation@support.lorealusa.com. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.

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