Ecommerce Customer Service Specialist

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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? 

Main internal relations
This position reports directly to the Ecommerce Manager and works collaboratively with the broader Ecommerce team. The role also maintains close working relationships with the Marketing, IT, and Warehousing teams to support seamless ecommerce operations. In addition, the position engages regularly with regional Digital and CRM teams to ensure alignment on customer experience initiatives, campaigns, and loyalty program activities.
Position Overview
The Ecommerce Customer Service Specialist is responsible for delivering a high standard of customer support across all ecommerce channels. This role serves as a key point of contact for customers, addressing inquiries and complaints, providing product guidance, and ensuring a positive end-to-end customer experience. The position reports to the Ecommerce Manager but also works closely with the full Ecommerce, Marketing, IT and warehousing teams to communicate customer feedback, identify recurring issues, and support continuous improvement initiatives. 
Key Responsibilities
•    Respond to customer inquiries through ecommerce support channels, including email, live chat, and social media, in a timely and professional manner
•    Handle customer complaints with discretion and efficiency, ensuring appropriate resolution and follow-up
•    Provide accurate and informed product advice to assist customers in making purchasing decisions
•    Support order-related inquiries, including order status, delivery issues, returns, exchanges, and refunds
•    Manage customer inquiries related to the loyalty program, including enrolment, points accrual, rewards redemption, and program terms
•    Maintain a thorough understanding of the loyalty program to ensure consistent and accurate customer communication
•    Maintain detailed and accurate records of customer interactions within customer service systems
•    Stay informed on product offerings, promotions, and ecommerce policies
•    Identify and document customer pain points, trends, and recurring issues
•    Communicate customer insights and feedback to the Ecommerce and Marketing teams to support improvements in products, content, campaigns, and customer experience
•    Contribute to the development and maintenance of customer service documentation, FAQs, and standard operating procedures
Qualifications and Experience
•    Previous experience in ecommerce customer service or retail support
•    Strong written and verbal communication skills
•    Demonstrated ability to manage customer complaints with professionalism and empathy
•    Ability to provide clear, concise product guidance
•    Strong organizational skills with attention to detail
•    Ability to manage multiple priorities in a structured, fast-paced environment
•    Proven ability to collaborate effectively with cross-functional teams

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).