Online Beauty Consultant

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As part of Customer Service Parfums Christian Dior, the Online Beauty Consultant (‘E-BC’) is responsible for addressing every client request from beauty advice to e-commerce journey support, as well as post purchase assistance and ensuring an immersive experience.

The Online Beauty Consultant (‘E-BC’) will provide care and attention to our clients by offering them a personalized and unique experience through dedicated remote

channels (email/livechat/phone calls/Social Media). They will be an ambassador of the brand and will have to embody its values and DNA in all client interactions.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Support Client Journey

• Ensure clients get answers to their requests seamlessly on every channel available (ex. Delivery selection, order status, personal data suppression, cosmeto vigilance, complaints, general inquiries…)
• Ecommerce support: assist clients during their online purchasing journey while enhancing online sales conversion (E-boutique services information, payment methods, navigation & technical issues assistance, etc. …)
• Beauty advice: provide clients with personalized and precise beauty advice to help them choose the right products for their beauty routine
• Client loyalty: maintain the relationship with clients while providing premium care and enhancing profitability (loyalty program related questions, CRM emailing related questions, store events etc. …)

Support Value Generation

• Generate revenues for the brand by ensuring conversion and inviting clients to proceed with their purchase (and encourage cross / upsell) on all remote channels
• Collect personal data and opt-in to improve client knowledge and strengthen CRM campaign reach and performance
• Be constantly on the lookout for client opportunities in a proactive / solution-oriented mindset towards clients

Ensure Outstanding Client Experience

• Offer an experience that exceeds client expectations and meets the standards of excellence
• Reinforce Brand image by strengthening brand values by creating client loyalty
• Ensure follow-up of dissatisfied clients: recontact clients who have shared their dissatisfaction through a survey to resolve the situation.
• Always maintain a professional attitude towards clients, ensuring a positive and satisfying experience
• Resolve client complaints efficiently and effectively, demonstrating excellent problem-solving skills
• Process client orders and requests accurately and in a timely manner
• Keep a clear and detailed record of client interactions and transactions to maintain accurate records

SUPERVISION RECEIVED

Team Leader