Luxury Customer Experience Specialist

EX NIHILO PARIS; Paris; Sur place; EUR 40 000 - 56 000; Plein temps

Résumé du poste

EX NIHILO, a Paris-based luxury perfumery house, seeks a Customer Care Representative to act as the key contact for B2C clients. You will handle inquiries, provide personalized fragrance advice, and support order processing across the customer journey with elegance and empathy.

Reporting to the Digital Manager, you will collaborate with internal teams and external partners to enhance processes, services, and client satisfaction during international growth.

Qualifications

• Bachelor-level degree in business, digital, luxury management.
• Previous experience in Customer Care, Customer Experience, or e-commerce operations.
• Exposure to luxury, beauty, fragrance or premium retail environments is highly appreciated.
• Excellent written and spoken French and English are required.
• Strong interest in digital commerce, client experience and international development.

Responsabilités

• Respond to client enquiries by email and through available customer care channels.
• Support clients throughout their purchase journey, from product discovery to after-sales assistance.
• Provide personalized fragrance advice and product recommendations in line with the Maison’s tone of voice.
• Handle order follow-up, delivery questions and client requests with precision and care.
• Manage complaints, returns, refunds, and exchanges with professionalism, empathy, and efficiency.
• Ensure every interaction reflects EX NIHILO’s standards of service, luxury and attention to detail.
• Monitor and support the operational processing of B2C orders.
• Identify and follow up on order, payment or delivery anomalies.
• Coordinate with internal teams and external partners on logistics and operational issues.
• Contribute to stock follow-up for the e-commerce activity, including availability checks and operational alerts.
• Identify recurring frictions in the client journey and suggest corrective actions.
• Support the continuous improvement of customer care and B2C processes.
• Participate in the launch and development of new client contact channels, including live chat and phoning.
• Contribute to the Customer Care set-up linked to worldwide B2C development.
• Coordinate selected projects with external service providers and internal stakeholders.
• Support the implementation of new tools, workflows, and processes designed to improve client experience.
• Share client feedback and operational insights to help prioritize improvements.
• Collaborate with the Digital and CRM teams to escal...
• Help identify opportunities to improve client retention, reassurance and loyalty.
• Contribute to a more seamless digital client journey through qualitative feedback and operational insights.

Connaissances

Fluent French

Fluent English

Customer service mindset

E-commerce operations

Luxury brand experience

Formation

Higher education degree in business/digital/luxury

Outils

Shopify

Microsoft Office

Description du poste

EX NIHILO, a Paris-based luxury perfumery house, seeks a Customer Care Representative to act as the key contact for B2C clients. You will handle inquiries, provide personalized fragrance advice, and support order processing across the customer journey with elegance and empathy.

Reporting to the Digital Manager, you will collaborate with internal teams and external partners to enhance processes, services, and client satisfaction during international growth.