Overview
As a Customer Care Consultant for L’Oréal Aesop, you will strengthen customer relationships and contribute to commercial growth by delivering a flawless omnichannel experience. You’ll maintain rich product knowledge to offer personalised recommendations across online and offline touchpoints. You will work with cross-functional teams to provide accurate information, handle escalations, and support selling opportunities while upholding compliance and high service standards. This role sits at the heart of a global beauty brand focused on sustainability, inclusion, and customer-first experiences. You will be part of a collaborative, growth-minded culture with opportunities to learn and develop.
Pay / Benefits
- hybrid working
- 60% product discount
- paid volunteering allowance
- private medical and dental insurance
- discounted gym memberships
- enhanced pension plan
Responsibilities
- Sell products and provide care to customers across online channels and in-store
- Maintain up-to-date product knowledge across categories to enable personalised recommendations
- Drive omnichannel experience by coordinating online and offline offerings
- Navigate systems (Outlook, Teams, SAP) to deliver accurate customer information
- Implement new systems and processes to improve productivity and workflows
- Escalate issues to appropriate departments when needed
- Respond to inquiries across channels (email, chat, phone, social, video) and resolve issues with clear, personalized resolutions
- Identify upselling opportunities and support refund requests when applicable
- Restore customer relationships after negative experiences and promote loyalty
- Support Third-Party Marketplaces with informed responses
- Organise and dispatch of samples to customers
- Self-manage tasks across multiple channels and participate in coaching and training
- Monitor data and service expectations to track performance and foster teamwork
- Provide feedback to peers to drive personal and team growth
Key requirements
- Proven experience in selling and care within a customer service environment
- Track record of effective selling leading to positive commercial outcomes
- Ability to handle multiple systems and execute operational processes
- Ability to work autonomously and manage workload
- Fluency in English and German (required)
- Working knowledge of Excel, Word, Teams, Outlook
- Desirable: experience with Salesforce and knowledge of skin, body, hair, and fragrance products
- Highly desirable: Aesop retail experience
- Excellent communication and active listening
- Strong problem-solving and intuitive reasoning
- Time management and task prioritisation
- SAP
- Salesforce (desirable)
- Outlook
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