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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
Client Service & Communication
- Strong active listening skills with the ability to understand client needs and provide tailored solutions.
- Communicates clearly and concisely, adapting to the client’s style and ensuring ease of understanding.
- Maintains professionalism and emotional composure in high-stress or conflict situations.
- Builds and nurtures respectful, trust-based relationships with clients.
- Sets appropriate client expectations and demonstrates a strong commitment to First Call Resolution.
Problem Solving & Adaptability
- Demonstrates sound judgment, critical thinking, and creativity when resolving issues.
- Adapts to unexpected situations and adjusts communication and solutions accordingly.
- Capable of escalating issues outside of scope while providing clear and concise context.
- Proactively manages personal development and learning to achieve goals.
Technical & Operational Skills
- Proficient in basic computer tasks and digital tools, including Microsoft Office Suite; Salesforce/SFSC experience is a plus.
- Quick learner able to absorb brand history, product knowledge, and communications.
- Follows procedures effectively to resolve issues and identify root causes.
- Completes tasks on time in a fast-paced, team-oriented environment with strong attendance and reliability.
Preferred Background
- Experience in luxury, cosmetics, or sales environments is preferred.
This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
All your information will be kept confidential according to EEO guidelines.
LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance, and tenure.
While the published salary range is a good faith reflection of the targeted salary level for the position, LVMH Inc. reserves the right to pay outside of the published range of $25-$30/hour.