Online Beauty Consultant

Click to Discover Where the Dior Client Experience Begins 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 remotechannels (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 RESPONSIBILITIESSupport 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 routineClient 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 channelsCollect personal data and opt-in to improve client knowledge and strengthen CRM campaign reach and performanceBe constantly on the lookout for client opportunities in a proactive / solution-oriented mindset towards clientsEnsure Outstanding Client Experience Offer an experience that exceeds client expectations and meets the standards of excellenceReinforce Brand image by strengthening brand values by creating client loyaltyEnsure 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 experienceResolve client complaints efficiently and effectively, demonstrating excellent problem-solving skillsProcess client orders and requests accurately and in a timely mannerKeep a clear and detailed record of client interactions and transactions to maintain accurate recordsSUPERVISION RECEIVEDTeam Leader