Customer Service Consultant [German & English Speaking]

L'Oréal; Greater London; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Flexible, hybrid working pattern

60% product discount

Paid volunteering allowance

Job summary

L’Oréal AESOP Customer Care Consultant is responsible for strengthening customer relationships and driving commercial growth by delivering a flawless customer experience across online channels and the retail environment.

You will sell products, provide care, and maintain up-to-date product knowledge to offer personalised recommendations while working in a flexible, hybrid setting in London.

Qualifications

• Fluency in English and German is required.
• Proven selling and customer care experience.
• Ability to work across multiple systems and processes.
• Autonomy in decision making and workload management.
• Experience with Salesforce is highly desirable.

Responsibilities

• Sell products and provide care across channels to drive commercial growth.
• Maintain product knowledge to offer personalised recommendations.
• Navigate systems and processes (Outlook, Teams, SAP) to support operations.
• Respond to customer enquiries via email, chat, phone, social and video consult.
• Upsell opportunities and support refund requests while maintaining loyalty.

Skills

English

German

Communication skills

Problem solving

Time management

Escalation handling

Sales experience

Autonomy

Tools

Excel

Word

Teams

Outlook

Salesforce

SAP

Job description

L'Oréal AESOP Customer Care Consultant [English and German speaking]

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.

Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.

We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

Since 2023, Aesop has been part of the L'Oréal Groupe, founded in 1909 by Eugene Schuellerandis home to 37 global brands including Kiehl’s, Lancôme,SkinCeuticals, Nyx, YSL and L'Oréal Paris; presentingwide-ranging opportunities for long-term career growth.

"A business doesn’t consist of walls or machines, but people, people, people." – Eugene Schueller

A DAY IN THE LIFE

As a Customer Service Consultant at L'Oreal Aesop, your role will be to strengthen customer relationships and contribute to the commercial growth of the business through delivery of a flawless customer experience.

Responsible for selling product, providing support and care to customers across Aesop’s evolving online customer service channels.

Brand

• Engage with constant learning and development to maintain comprehensive product knowledge across all categories to create personalised recommendations.
• Drive the omnichannel experience by staying up to date with Aesop’s online and offline offerings, through proactively engaging with Aesop’s various online channels and website, as well as working in the retail environment on a consistent basis.

Business

• Proactively engage with resources and tools to efficiently deliver consistent, accurate, and up-to-date information to customers.
• Execute key recovery processes and operations by navigating various systems (including Outlook, Teams, and SAP).
• Engage with the implementation of new systems and processes to optimise productivity and streamline workflows.
• Commit to being constantly risk-aware across all forms of communication by adhering to Aesop’s compliance obligations.
• Appropriately determine when to escape an issue and proceed by contacting the relevant departments.

Customer

• In accordance with Aesop guidelines and service expectations, respond to customer service enquiries across all channels including, but not limited to: support (email), chat, phone, social media, and video consultation.
• Identify the customer’s core contact reason and provide clear, considerate resolutions for support and recovery-related inquiries.
• Recommend and actively identify additional selling opportunities for product-related inquiries, supporting refund requests where applicable.
• Restore customer relationships and promote loyalty by responding to and handling sensitive and negative customer experiences (in-store and online) in a tailored and personalised manner.
• Support Third-Party Marketplaces to inform customer responses where relevant.
• Handle the organisation and dispatch of samples to customers.

Performance

• Optimise collective team productivity by effectively self-managing tasks and proactively working across multiple channels to assist the team.
• Actively engage in ongoing coaching and formal training.
• Monitor and engage with relevant data and service expectations to track personal and team performance.
• Foster a culture of positive teamwork by attending team meetings, participating in group activities, and sharing information.
• Seek out and provide feedback to team members to improve performance and drive personal growth.

Who You Are

Experience Required

• Proven experience in selling and care within a customer service environment.
• Proven track record of effective selling skills resulting in positive commercial outcomes.
• Proven ability to handle multiple systems and efficiently execute operational processes.
• Demonstrated ability to work autonomously to make decisions and manage workload.
• Highly desirable:Aesop retail experience.

Skills Required

• Fluency inEnglish and German(required).
• Excellent communication and active listening skills.
• Excellent problem-solving skills, with a sharp and intuitive approach.
• Time management and task prioritisation skills.
• Ability to discern tasks that can be completed independently versus those requiring escalation.
• Working knowledge of computer software (Excel, Word, Teams, Outlook)
• Highly desirable:Working knowledge of customer support systems (e.g., SalesForce).
• Highly desirable:Knowledge of skin, body, hair, and fragrance products.

What We Offer

• Flexible, hybrid working pattern
• Generous L'Oreal 60% minimum product discount
• Paid volunteering allowance for all employees

Our industry-leading award-winning benefits package shows how much we value our people. We know they're at the heart of L'Oréal's success, so we offer a fair and competitive package to help you thrive.

Enjoy perks like money-saving offers, free mortgage advice, share options and an enhanced pension plan. Love our brands? You'll get up to 60% off iconic names like YSL, CeraVe, Armani, Kiehl's and Garnier! Because health matters, we offer private medical and dental insurance, discounted gym memberships, and onsite mental health support. We also provide enhanced family leave for all and up to 4 weeks of paid fertility leave, so you can prioritise what matters most.

Learning is in our DNA at L'Oréal. We'll help you master your role, build skills, and access top-notch leadership programs and monthly expert talks.And there's lots more too!

Who We Are

L’Oréal is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €29 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet. Experience the excitement of agility to shape the future of beauty, where diversity and purpose come together to create meaningful impact.

As the global leader in beauty, our impact is driven by four specialized divisions and a dynamic corporate core: our Consumer Products Division democratizes beauty through sustainable, world-leading brands like L'Oréal Paris and Garnier; L'Oréal Luxe provides the ultimate in aspirational beauty with iconic names such as Lancôme and Yves Saint Laurent; the Professional Products Division remains the founding partner to the global hair industry with advanced technologies like Kérastase; and our Dermatological Beauty Division leads the quest for healthy skin with dermatologist-recommended brands like La Roche-Posay and CeraVe. Supporting this entire ecosystem, our Corporate Division serves as the innovative backbone for our talented workforce, ensuring that even as a world leader, we remain a company focused on "people, people, people" to move the business forward.

How We Recruit

At L’Oréal, we take pride in creating a diverse, equitable and inclusive environment where everyone is welcome, and their contributions are valued. When we recruit, hire, train, promote or engage in any other employment practice, we are committed to being an inclusive employer regardless of race, religion, gender identity, sexual orientation, national origin, age, socioeconomic status, medical condition or disability, or any other protected status. When we look for talent, we welcome difference - different backgrounds, experiences, personalities and perspectives. The beauty we find in our differences give us the freedom to go beyond. That’s the beauty of L'Oréal

We are a Disability Confident Employer and will offer an interview to applicants with a disability or long-term condition who best meet the minimum/essential criteria for the role. You can let us know if you would like your application to be considered under the Disability Confident Scheme within your application.