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Consumer Advisory Manager

Сфера деятельности: Communication

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: Pasig City

Страна: Philippines

Who is L’Oréal? 

 

L'Oréal is the world's largest and most profitable beauty company. It is present in over 150 countries on five continents. Our portfolio includes more than 35 internationally acclaimed beauty brands including L'Oréal Paris, Garnier, Maybelline New York, Nyx Professional Makeup, Lancôme, Kiehl's, Giorgio Armani, Yves Saint Laurent Beauté, Ralph Lauren, Urban Decay, Shu Uemura, Biotherm, Clarisonic, Kérastase, L'Oréal Professionnel, Matrix, Vichy and La Roche-Posay.

For more than a century, L’Oréal has devoted itself solely to one business: beauty. The group's mission is to provide the best in cosmetics innovation to women and men around the world with respect for their diversity. We want to bring beauty to all people. Our ambition for the coming years is to win over another one billion consumers around the world by creating the cosmetic products that meet the infinite diversity of their beauty needs and desires.

Our business is energetic and vibrant, underpinned by strong ethical principles and our belief that financial performance and responsible business go hand-in-hand. We are driven each day by our six founding values - Passion, Innovation, Entrepreneurial Spirit, Open-mindedness, Quest for Excellence and Responsibility.


What will you do?  

  

As a Consumer Advisory Manager, you will work under the Consumer Advisory Department of the Office of the Managing Director (OMD) and report to the Scientific Director, and be expected to perform the following: 

 

The Consumer Advisory Department is the interface between the consumer and L’Oréal, providing a service to both our consumers and our colleagues. It is an aftersales service that should provide relevant information and advice to consumers. The consumer’s interaction with the department should be a positive experience. The consumer should be left with the feeling that they are important to L’Oréal that the company values and cares about them and most importantly, that their question has been answered or their problem solved. 

  

The Consumer Advisory Department should:  

Provide a positive experience for each consumer who contacts us   
Encourage brand loyalty and increase purchases of our products   
Provide feedback to the rest of the Company about consumer experiences with our products in order to improve our products and learn more about our consumers   
Raise awareness within the company when there is an issue 


Key Job Accountabilities:

To support brands and products image by responding consumer enquiries and complaints and by creating interactions with consumers. 

Organize and optimize the consumer service department to respond to consumer requests efficiently. Ensure team’s projection of a professional company image through interaction with consumers. 
Resolve difficult issues regarding consumer complaints and other matters 
Recognize and alert top management to a possible consumer crisis to initiate crisis procedure 
Analyze status reports from consumer service teams to control response rate and information accuracy 
Work closely with managers in other departments, such as marketing and sales, to actualize product and service information, plus to propose product and service improvements as defined by consumers


To ensure the most efficient and professional service within their designated consumer service team to respond to consumer enquiries and complaints.

Ensure that the consumer service team answers phones and responds to consumer requests efficiently, projecting a professional company image through phone interaction
Ensure that the consumer service team provides consumers with accurate product and service information. Acquire and update product knowledge to ensure accurate replies
Identify, research and resolve consumer issues of their designated consumer service team, transferring consumer calls to appropriate staff if necessary
Control data entry to ensure accurate follow-up of consumer calls. Analyze call logs and requests. Draft status reports on consumer service issues
Monitor the performance and organize the planning of staff to ensure best service level


Who are we looking for? 

A graduate of bachelor’s degree in business, communication or related
Displays sensitivity to L’Oréal's “Métier”  
Has appreciation or passion in the beauty and cosmetics industry  
Has at least 4-5 years’ work experience in consumer advisory, information management and customer service 
Has excellent verbal and written communication skills
Driven, agile, energetic and enterprising 
Willing to work in Ortigas Center, Pasig City and is mobile