At a Glance
- Tasks: Provide 5-star customer service and expert advice to trade customers and internal teams.
- Company: Join Clarins Group, a global leader in skincare and make-up with a passion for innovation.
- Benefits: Enjoy a rewarding work environment with opportunities for growth and development.
- Other info: Diverse and inclusive workplace with a commitment to employee well-being.
- Why this job: Be part of a mission to make life more beautiful while caring for the planet.
- Qualifications: 2+ years in customer service, strong communication skills, and experience with Zendesk.
The predicted salary is between 30000 - 40000 £ per year.
Ready to bring passion into your career? A global leading skincare and make-up company, Clarins Group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Its raison d’être is "making life more beautiful, passing on a more beautiful planet". Operating in more than 150 countries, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas. Because our 8,000 talents are unique, we are committed to promoting diversity in all its forms.
Based at the National Distribution site, the main function of this role is to offer exceptional 5 star customer service and expert advice to trade customers and internal stakeholders. The Customer Service Advisor will work within set guidelines adhering to KPI's. The department services customers, the Clarins Salesforce and in store sales staff using multiple communication channels including email and telephone. The departments aim is to offer 5 star Clarins service whilst monitoring costs and our impact on the environment.
Areas of Responsibility:
- To liaise with Trade Customers, Consumers, Supply Chain, UK Clarins Distribution Ltd, the Salesforce and Marketing on the following issues: Stock - ordering, end of line, out of stock, fair share, new launches, Delivery tracking, Returns, Staff Allocation, Purchase, and uniform, Gold Salon loyalty scheme, Ensuring GDPR processes and rules are strictly followed, Ad hoc administration duties.
- To ensure Clarins 5 star service guidelines are adhered to at all times: All customer contacts have comprehensive Zendesk notes and all issues are resolved within KPI, whilst keeping all parties fully up to date with the resolution. Investigate all concerns and complaints and escalate any root cause issues to the Senior Customer Service Advisor/Customer Service Team Leader. Raise accurate credit or refund requests.
- To carry out any other duties as requested by the Customer Service Team Leaders, Customer Service Manager or Head of Customer Service.
Candidate Profile:
- 2yrs+ customer service experience
- Proficient in Microsoft Office
- Excellent verbal and written skills, with the ability to communicate confidently at all levels
- Ability to multitask and prioritise work under pressure
- Awareness of GDPR
- Previous experience with Zendesk
If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us.
About Clarins Group: A B-Corp certified global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Our purpose "making life more beautiful, passing on a more beautiful planet," is a core commitment outlined in our by-laws. Operating in more than 150 countries thanks to our 8,000 employees worldwide, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas. In line with our dual CSR mission of ‘Caring for people, caring for the planet’ we take pride in offering a rewarding yet challenging work environment where everyone can thrive.
This culture allowed us to achieve the certification of Forbes' World’s Best Employers 2024. We believe in making life more beautiful for our employees and our customers. Inclusion and diversity are firmly grounded in our core values. We strive to achieve inclusiveness, and we foster an equal-opportunity culture where everyone can reach their full potential and do their best work. We welcome applications from all backgrounds and are a member of the ILO (International Labor Organization) and the Employers Network for Equity and Inclusion (ENEI).
Customer Services Advisor FTC employer: Groupe Clarins
Groupe Clarins is an exceptional employer that champions creativity and innovation in the beauty industry, offering a flexible remote work environment that promotes work-life balance. With generous annual leave and a strong focus on employee development, team members are encouraged to grow their skills and advance their careers while contributing to impactful product launches. Join us to be part of a collaborative culture that values your input and fosters a passion for skincare.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Advisor FTC
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Groupe Clarins.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Groupe Clarins. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Services Advisor FTC
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Groupe Clarins.
How to prepare for a job interview at Groupe Clarins
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Groupe Clarins's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Groupe Clarins offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
