Функция: Административный персонал / Ассистенты

Тип занятости: Полный рабочий день

Место расположения: New Jersey - Berkeley Heights

Страна: USA

Consumer Care Center- 12 Month Intern

 

Reports to: Contact Center Operations Manager

 

Job Summary: Supports the Métier by responding to consumer contacts via multiple channels (phone, email, letter, chat, social media, SMS).  Provides expert knowledge to consumers, salons, and other sources contacting us for information or seeking assistance in the use our products.  Utilizes opportunities to build sustainable relationships.  Offers insights to the brands for continuous product and service improvement.

12 Month Internship Program: 

L’Oréal USA has a unique program for recent graduates. It is a full-time paid internship for up to 12 months where you are a fully contributing member of our Consumer Care Center team here at L’Oréal. You will receive the hands-on experience and training needed to set you up for future success in the company. To qualify for the program, candidates must have received a Bachelor’s degree within the last 12 months OR must have graduated with a Master’s degree within the last 12 months with no gap more than 5 months in education history.

 

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

 

Technical/Professional:

·      Strong product/brand knowledge

·      Strong verbal communication skills

·      Strong attention to detail

·      Intermediate skills with MS Word

·      If bi-lingual – able to compose responses in same language

·      Position requires extended periods of time answering calls with the use of a headset



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.