The Team/Department...
The world leader in beauty, L’Oréal is present in 150 countries on five continents. Our 35 international brands have allowed us to devote ourselves solely to one business: beauty, by offering all women and men worldwide the best of cosmetics innovation in terms of quality, efficacy, and safety.
You will..
As a Loreal Customer Care Apprentice your main role will be communicating with & offering an exceptional standard of service to our customers across UK & Ireland via multiple channels such as Email, Live Chat & Telephone. L’Oréal Professional Products is constantly evolving, and we have an always on feedback approach – this means that we may flex by adding or removing channels as we continue to listen to our customer needs. You will learn how to delight our customers by delivering exceptional service with speed and accuracy. At the same time, you will be supported on a 121 basis through our mentorship coaching programme, where you will receive expert on the job training to support your entire apprenticeship journey. You will spearhead your personal learning through our multiple learning platforms on a day-to-day basis. You will have regular meetings with your Senior Customer Care Advisor who will support you on your journey.
Day to day...
•Learn how to provide an optimal level of service to all our customers to achieve first contact resolution within agreed SLA’s
•Learn the ability to handle multiple contacts simultaneously whilst maintaining a high level of accuracy & knowledge. Learn how to ensure that our customers have a positive experience by proactively following up on all contacts.
•Learn how to be an expert on all customer touch points within L’Oréal Professional Products, enabling you to answer all questions first time and provide clear communication at each step of the process.
•Learn how to drive departmental efficiencies – identify & implement opportunities to improve our service to our customers
•Learn how to drive our NPS score and translate improvements into all your interactions with our customers.
•Learn how to ensure you are always acting on customer feedback, supporting the continuous feedback loop.
•Lean how to build great relationships with stakeholders – to be able to communicate effectively at all levels of the business.
•Working with your colleagues on supporting customers to self-serve where possible.
You have...
•Strong attention to detail skills.
•A can-do attitude and ability to go above & beyond for our customers in the service we provide.
•Ability to work in an ever changing & demanding environment.
•Strong prioritisation skills and communication skills (written and verbal)
•Ability to challenge ways of working and seek out ways to continuously improve making ideas a reality.
•Experience of using SAP would be advantageous but not essential.
•Proficient in Microsoft office Packages.
In this role you will learn…
How to deliver amazing customer service
How to build relationships and drive improvements in a business
Presentation skills
Data analytics
Lots about the professional haircare category
