Customer Care Representative

1 month ago

Toronto, Canada L’OCCITANE Group Full time

L'Occitane en Provence, founded in 1976 in the Provence region of France, is a worldwide brand that offers premium, natural-based, personal care and wellbeing Provencal products and services. L'Occitane continues to grow, opening several new boutiques nationwide. L'Occitane seeks to revive the Provencal way of life and traditions through high quality, effective personal care products as a great answer for natural wellbeing.

L'Occitane Group’s mission is to “empower entrepreneurs and communities to cultivate natural beauty and well-being and regenerate nature”. L'Occitane is also committed to sustainability for business, people & the planet, as well as respect of human rights, ethics principles and labor protection. All employees at L'Occitane must therefore implement the company’s mission and integrate the social, environmental, economic, and legal effects of their actions in their day-to-day job. In practice, this means that any employee at L'Occitane shall contribute to growing sales, regenerating nature, caring for our consumers & partners and supporting our employees. Both job descriptions & performance objectives shall explicitly reflect the employee’s contribution & impact to the triple bottom-line (people, planet, profit).

JOB SUMMARY:
The Customer Care Representative will act as a brand ambassador by assisting and resolving customer inquiries on various contact channels. This role will capture customer's expectations, preferences, and aversions while finding helpful solutions and delivering exceptional, professional service in every interaction. This role is excellent for someone with a customer-centric, solution-oriented mindset.

JOB RESPONSIBILITIES:
• Customer Engagement & Service support
Engage and develop relationships with customers by providing exemplary customer service and promote first contact resolution.
Process customer orders, answer requests or complaints and bring the most appropriate answer/solution according to L’Occitane’s service guidelines.
Actively listen to clients and maintains a friendly, positive, professional attitude.
Promote additional products by identifying cross-selling opportunities and selling to customers.
Consistently manage customer expectations, ensure delivery of the highest quality service, and solicit and act on customer feedback.
Ensure customer concerns are handled appropriately, escalating issues to supervisor/manager when necessary.
Resolves difficult situations with creativity, tact, and diplomacy.
Keep accurate records and document customer service actions and discussions.
Conduct outbound calling to customers, internal and external partners for various activities.
• Call Center Operations
Identify and report any issues or factors affecting the customer experience and over-all journey of products and services to the supervisor/ manager when necessary.
Propose new questions for online self-service FAQs and new email templates for the team’s email knowledge base.
Complete operational processes, including filing carrier claims and handling marketplace disputes.
Resolve field complaints and provide feedback to appropriate teams for continuous improvement.
Collaborate with fulfillment teams to ensure smooth order processing and return management.
Assist customers via online community chat and via social media.
All other duties or projects as assigned.

REQUIREMENTS:

EDUCATION:
• Bachelor’s degree or equivalent experience.

EXPERIENCE:
• 1+ years of customer service experience or previous exposure to a call center environment.
• Experience working in e-commerce customer service is preferred
• Experience with luxury/beauty brands is preferred.

SKILLS:
• Ability to emotionally connect with customers to increase brand loyalty and sales.
• Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity).
• Strong technical skills in quickly learning and navigating software applications.
• Proficient using Windows, Microsoft Office Suite, and email/Outlook.
• Excellent communication in verbal and written form.
• Highly self-motivated, organized, and a team player.
• Ability to work independently, take direction, and prioritize accordingly.
• Ability to work cross-functionally in a fast-paced environment.
• Ability to navigate through multiple computer applications with speed and accuracy.
• Willingness and ability to operate in a team environment.
• Respond quickly to change with a positive attitude and a willingness to learn new ways to work and achieve goals.
• Bilingual (English/ Canadian French) is preferred.

PHYSICAL & TRAVEL REQUIREMENTS:
• Must be able to work Saturdays. Example shift may look like: Monday, Wednesday – Saturday (Days off Sunday and Tuesday) subject to change based on business needs.

L’Occitane North America offers a competitive compensation package and a comprehensive benefit. L’OCCITANE is an equal opportunity employer. This means that, when making decisions about our employees’ careers with us, our main considerations are their ability to do their jobs and develop in their roles. One way we cultivate change is by creating a more diverse and inclusive workplace and organizational culture. As part of this, we are committed to building an environment that is free from discrimination and harassment where everyone feels respected and valued. We recruit positive-minded people who share our core values: entrepreneurship, team spirit, leading by example and authenticity – and our commitment to sustainability. Employment may be subject to verification of references and background check investigation.

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