Customer Service Coordinator

​

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.

Do you want to help write the next chapter of our story? 

Mission 1: Customer Care Support

• Take ownership of the customer service experience by ensuring all customer interactions are seamless, best in class, and handled in a timely manner.
• Respond to all customer enquiries across all channels (including Email, Voice call, SMS, Whatsapp, Web Chat, Facebook, Instagram) using Clarins Customer Care system and deliver a high level of service and qualitative response.
• Ensure all customer enquiries are responded to within stipulated timeframe
• Provide excellent customer service by assisting with placement of orders, cancellation, refunds or exchanges, answering any questions in a prompt, courteous and efficient manner
• Handle customer complaints, queries and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Proactive Customer Engagement: Reach out proactively to customers for follow-ups, such as product satisfaction surveys, to strengthen relationships.
• Answers to ALL NPS detractors & promoters
• Answer to comments on Facebook/Instagram when needed
• Answer to Ratings and reviews on the site, especially the negative ones/when deemed necessary
• Demonstrate a sense of urgency and dedication to exceed customer expectations. Earn customer loyalty and build sustainable relationships of trust through accuracy, efficiency, courtesy, and knowledge.
• Knowledge Base Maintenance: Help with website updates on FAQs, support articles, or chatbot responses to improve self-service capabilities.
• Have a great and extensive product knowledge in order to answer all customers’ questions
• Keep records of customer interactions (NPS tracker, complaint tracker etc)
• Remain up to date on all Clarins promotions, product launches and Loyalty mechanics
• Reports on a monthly basis the KPIs of the customer care activity along with corrective action plan when needed.
• Represent the voice of the customer in all relevant instances
• Identify customer service trends and suggest initiatives that could help improve the customer experience
• Support new projects related to Customer Care services (UATs, Go-live, hypercare)

Mission 2: Operations

• Coordinate with courier related to returns/update delivery address/delivery follow-ups (weekly check up with warehouse) + Collaborate to review delivery performance and suggest improvements.
• Coordinate with the warehouse team on order processing
• Order verification : check constantly the reason of failed orders on the E-Commerce Platform and raise a support request when the solution cannot be identified
• Provide feedback on the efficiency of the promos etc.
• Oversee Cybersource payment rules, identifying and reporting feedback.
• Track Tabby payment orders weekly to ensure alignment and accuracy.

Mission 3: CRM

• Help creating Newsletters and WhatsApp communications to engage customers effectively.
• Analyze the competitive landscape by gathering newsletters and marketing materials from competitors and e-retailers, saving them in the shared folder for review.
• Deliver reporting on the various CRM activities: Customer Care activity, communication plan effectiveness, customer satisfaction evolution, …
• Help customers better understand the loyalty program by explaining benefits, points, vouchers, and redemption steps in a simple and friendly way.
• Ensure a smooth customer journey from purchase to delivery and after-sales support by following each step closely and supporting customers whenever needed.

Skills:

• Bachelor’s degree in business administration,
• Fluent in English and Arabic, spoken and written
• Minimum of 3-years proven experience in Customer Care management in a contact center or equivalent
• Passion for delivering excellent Customer Experience across a range of channels from Phone, Email and live chat.
• Be a brand Ambassador and be customer centric in all you do.
• Outstanding written and verbal communications.
• Proficient with customer service solution such as Salesforce & Zendesk.
• Ability to multi-task hand handle multiple contacts at once. Well organized.
• Excellent interpersonal skills.
• Strong problem-solving and conflict resolution skills.
• Experience in beauty or cosmetics industry would be a plus.

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 fie&rce 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 and Forbes' World’s Best Employers 2024.

To learn more about our group and our commitments to people, visit www.groupeclarins.com.

Equal opportunity employer

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).