Customer Experience
17 hours ago
Overview:
**Who we are**:
In the region Europe, Middle East, Africa (EMEA) Kao focuses on premium beauty brands across three distinct sectors: Kao Salon Division, Premium Mass and our London based boutique brand Molton Brown. In your role you will be working for Molton Brown.
**MOLTON BROWN**
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.
**The role**:
You will be highly motivated with an excellent telephone manner & interpersonal skills, with the objective of delivering exemplary service through a combination of operational processes and proactive & reactive, personalised customer experiences. You will be capable of identifying, understanding & addressing customer’s needs & delivering enriching experiences, building (or rebuilding) customer loyalty & advocacy.
**What you will do**:
- Creation of Product specific FAQs, seeking sign off by Team Leader.
- Supporting the eCommerce business by efficiently processing customer returns/ refunds/ manual fraud reviews.
- Supporting the Quality Control team by efficiently logging and processing all customer product feedback.
- Periodic awareness of competitor activity and innovation and ability to make recommendations based upon this to Team Leader.
- Maintaining and updating customer records using the CRM tools in line with GDPR compliance.
- Innovative in suggestions around proactive customer care and implementation of new processes to Team Leader. They will adapt to evolving priorities, be highly skilled with objection handling, problem solving & time management skills.
- Flexibility in project assignment works to support new initiatives of the Customer Experience Operations team and shared deliverables.
**What you need**:
- Educated to GCSE & A-Level as a minimum (or equivalent).
- Previous experience in a customer service/ operations environment, preferably within the luxury retail sector(desirable).
- Complaints resolution, fluent in telephone & written communication, objections handling, proactive customer care.
- Multi-task handling with a relentless eye for detail.
- Self-motivator with the ability to work pro-actively within a team environment.
**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.
LI-Hybrid
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