Customer Services Advisor FTC

Groupe Clarins; Harlow; On-site; GBP 24,000 - 32,000; Full time

Job summary

Clarins Group, a global skincare and makeup leader, is seeking a Customer Service Advisor based at the National Distribution site in the UK. You will deliver exceptional 5-star service to trade customers and internal stakeholders via email and telephone, adhering to KPI guidelines and GDPR rules.

Join a diverse team dedicated to environmental impact, cost control, and continuous improvement, providing expert advice, accurate order handling, and timely resolutions across multiple channels.

Qualifications

• Minimum 2 years of customer service experience.
• Proficient in Microsoft Office.
• Excellent verbal and written communication at all levels.
• Able to multitask and prioritise under pressure.
• GDPR awareness.
• Experience with Zendesk.

Responsibilities

• Liaise with trade customers, consumers, and internal teams on orders, stock and deliveries.
• Maintain 5-star service guidelines and resolve issues within KPI.
• Escalate root causes to senior staff and process refunds when needed.

Skills

Customer service

Microsoft Office

Verbal & written communication

GDPR awareness

Zendesk experience

Multitasking

Tools

Zendesk

Job description

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?

Based at the National Distribution site, the main function of this role is to offer exceptional 5 star customer service and expert advice to trade customers and internal stakeholders. The Customer Service Advisor will work within set guidelines adhering to KPI’s. The department services customers, the Clarins Salesforce and in store sales staff using multiple communication channels including, email & telephone. The departments aim is to offer 5 star Clarins service whilst monitoring costs and our impact on the environment. \"Delivering the best level of service at the right cost and on time\".

Areas of Responsibility:

• To liaise with Trade Customers, Consumers, Supply Chain, UK Clarins Distribution Ltd, the Salesforce and Marketing on the following issues: Stock - ordering, end of line, out of stock, fair share, new launches, Delivery tracking, Returns, Staff Allocation, Purchase, and uniform, Gold Salon loyalty scheme, Ensuring GDPR processes and rules are strictly followed, Ad hoc administration duties


• To ensure Clarins 5 star service guidelines are adhered to at all times: All customer contacts have comprehensive Zendesk notes and all issues are resolved within KPI, whilst keeping all parties fully up to date with the resolution. Investigate all concerns & complaints and elevate any root cause issues to the Senior Customer Service Advisor/Customer Service Team Leader. Raise accurate credit or refund requests.


• To carry out any other duties as requested by the Customer Service Team Leaders, Customer Service Manager or Head of Customer Service.

Candidate Profile :

• 2yrs+ customer service experience


• Proficient in Microsoft office


• Excellent verbal and written skills, with the ability to communicate confidently at all levels


• Ability to multitask and prioritise work under pressure


• Awareness of GDPR


• Previous experience with Zendesk

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).