Customer Experience Support
Job Description
Born on South Molton Street, London in 1971, Molton Brown is an icon of uniquely British style. Today, Molton Brown is one of the leading global brands in Kao´s global cosmetics portfolio. Growing from small-scale artisans into the international fragrance brand it is today, its pioneering presence is felt in our stores and websites, travel retail, luxury department stores and the most esteemed hotels around the world.
Expertly blended in London, Molton Brown’s signature fragrances, bath and shower gels, home and hand care luxuries have claimed iconic status. Kao and Molton Brown have a passion for integrity, for craftsmanship, for artistry and for giving our consumers the ultimate, quality experience.
Entry-Level Position (Fixed-Term, 3 Months)
As a Customer Experience Support professional, you will be responsible for creating personalised, enriching experiences that build customer loyalty and advocacy. You’ll handle both proactive and reactive customer interactions, working to identify, understand, and address customer needs effectively. Your role will require adaptability, strong problem-solving abilities, and exceptional time management skills during our peak trade season.
Key Responsibilities:
- Supporting Operations Team with 2nd deliveries of replacement customer orders/ GOGW.
- Assist with Refund Management, including Global manual fraud reviews.
- Monitor and respond to customer comments on social media platforms.
- Processing staff allocations (retail) & MB staff orders
- Responding to all escalated customer interactions handled over the phone, by email, by post, within the agreed SLA and in a professional manner, adhering to the businesses tone of voice standards.
- Maintaining and updating customer loyalty rewards. Managing loyalty point returns & adding orders to customer accounts.
Must-Have Skills:
- Technical proficiency in Microsoft Excel, PowerPoint, Word, and Outlook. Familiarity with eCommerce platforms, social media, and SAP is desirable.
- Experience in a customer service or operations environment, ideally within the luxury retail sector.
- Expertise in complaint resolution, objection handling, and proactive customer care, with fluent telephone and written communication skills.
- Ability to manage multiple tasks with a relentless eye for detail.
- Strong problem-solving skills with a focus on resolution.
- Self-motivated with the ability to work proactively within a team environment.
#LI-DT1
Molton Brown is part of Kao founded in Japan in 1887, Kao is passionate about making a difference in people’s lives with our high-quality products and services to create a Kirei Life for all – a beautiful life that respects the needs of our consumers and customers as well as the planet. We never compromise on quality and craft our products with care for the consumer and the environment. As a company driven by purpose and strong corporate values, we pride ourselves to be listed among the World´s Most Ethical Companies since 17 consecutive years. Our corporate philosophy, the Kao Way, guides us in everything we do – acting with integrity, courageously driving innovation and treating each other with trust and respect.
How we work: Having been selected among the World´s Most Ethical Companies for 17 consecutive years, we are a company with a purpose and strong corporate values. We never compromise on quality and craft our products with care for the consumer and the environment. At Kao, each employee can actively shape their job and their career. We work collaboratively to achieve our common goals, always aiming to deliver the best for our customers.
What we offer:Â A friendly and flexible work environment with competitive salaries, benefits package, ongoing development and the opportunity to enhance your skills and deliver tangible results. At Kao your voice will be heard. Your opinion really counts. We believe that change comes from taking opportunities into your own hands, so we value and reward entrepreneurial thinking and innovation.
Hiring Process: Kao embraces the diversity and the individual personalities of its people because we believe it is diversity that makes us strong. This is why we welcome applications from all areas of the global community.Â
Want to learn more: If you feel you are as unique as our products and want to find out why 33,000 people across the globe opted for a career with us please visit https://www.kao.com/emea/en/
https://www.kao.com/emea/en/privacy/
Date Posted
08/27/2024
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8
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