Customer Experience Support, Mb, Fixed Term Contract

2 weeks ago

Bishop's Stortford, United Kingdom Molton Brown Full time

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.

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 16 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.

**The role**:
The objective of Customer Experience Support is to deliver exemplary service through both proactive and reactive, personalized experiences. The individual in this role will be highly motivated with an excellent telephone manner and interpersonal skills, capable of identifying, understanding, and addressing customer needs. They will focus on enriching experiences whilst fostering and reconstructing customer loyalty and advocacy. Moreover, they should be adaptable to evolving priorities and highly skilled in objection handling, problem-solving, and time management.

**What you will do**:

- Supporting the Operations Team with second deliveries of replacement customer orders/GOGW.
- Supporting the Operations Team with Refund Management, including managing global manual fraud reviews.
- Providing social support by reacting to customer comments. Processing staff allocations (retail) and MB staff orders.
- Maintaining and updating customer loyalty rewards, managing loyalty point returns, and adding orders to customer accounts.

**What you need**:

- Solid background in customer service and operations environments.
- Proficient in multitasking with an unwavering attention to detail.
- Exceptional communication and interpersonal skills.
- Problem-solving mindset with a focus on resolution.
- Self-motivated individual 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 16 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 16 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**: 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.

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