Customer Service Associate, Americas

CUSTOMER SERVICE ASSOCIATE, AMERICAS

GENERAL RESPONSIBILITIES:

• Answering customer inquiries via phone, email, chat and/or social media platforms in English, Spanish, French, and/or Portuguese, based on location and/or country supported:
• Providing quality service and support in a variety of areas including product &

services information, taking orders, solving inquiries about customer’s accounts,

orders, obtaining details of the complaints & system troubleshooting.

• Consistently creating a welcoming environment for the customer by greeting and assisting as well as quickly responding to customer inquiries and needs.
• Keeping records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Tracking complaint resolutions.
• Communicating product knowledge to clients as appropriate.
• Up-selling skin care products when appropriate.
• Promoting a favorable image of the company
• Monitoring fraudulent charges.
• Responsible for compiling and generating reports as they relate to customer service. Track these results against global and regional benchmarks
• Maintain professional communication with customers & peers while using cross functional resources as tools
• Perform other duties as assigned.

Qualifications:

Education/Experience

• High school diploma or equivalent preferred.
• Retail experience preferred.
• 1+ years in a call-center, telemarketing, or customer service role.
• Cosmetic, beauty or luxury industry experience preferred.

Skills

• Top-notch customer service skills and excellent telephone and writing etiquette.
• Ability to engage in active listening and to actively look for ways to help customers.
• Ability to create exceptional positive relationships with customers.
• Service-oriented and able to resolve customer grievances.
• Fast learner with a willingness to learn assigned duties and/or processes.
• Must possess strong analytical & problem-solving skills
• Must be organized & detail oriented
• Must be flexible and able to perform different day to day tasks or multitask based on business needs while keeping a positive attitude.
• Working knowledge of Microsoft Office applications.
• Bi-lingual (English / Portuguese, English/ Spanish, English/Portuguese, English/French) is a plus.

Work Hours & Location

• Reports to the Global Customer Engagement Director
• Able to work multiple shifts, including morning, afternoons, evenings, and/or weekends (Saturday), as per business needs.
• Hybrid work schedule New York Office /remote defined by management.

Caudalie provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Caudalie complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfers, leaves of absence, compensation and training.