Customer Service Consultant

Aesop

  • 서울시
  • 정규직
  • 풀타임
  • 30일 전
POSITION PURPOSEThe Customer Service Consultant is responsible for selling products and providing customer support and care across Aesop’s evolving Omni-channel. This role will build and strengthen customer relationships and contribute to the commercial growth of the business by delivering a flawless customer experience.MAIN RESPONSIBILITIESCustomer experience:
  • Possess a customer-centric mindset and are naturally driven to go above and beyond for the customer.
  • Communicate with customers via telephone, email and company website messaging function with a professional knowledge.
  • Provide consultation and recommend relevant products to customers.
  • Restore customer relationships and promote loyalty by responding to and handling sensitive and negative customer experiences (instore and online) in a tailored and personalized manner, while adhering to guidelines and procedures.
  • Monthly store visit is required to experience Aesop's hospitality and manners in person.
Support Digital Commerce:
  • Assist customers on their online shopping journey.
  • Within product related inquiries, recommend and where applicable, actively identify additional selling opportunities.
  • Assist on the daily online order processing across all digital channels (i.e. Aesop.com / Kakao / Naver).
  • Work closely with cross-functional teams to support customer's inquiry on products / purchases / delivery information.
  • Sharing insights & proposes appropriate actions across Aesop's retail channels.
Agency Management:
  • Provide Aesop's guidelines and product knowledge to the agency.
  • Monitor the service level of the agency in order to maintain the customer experience as Aesop's customer service standard.
  • Coaching the agency to improve their performances and enhance communication skills.
We are looking for individuals who possess:
  • A Bachelor's degree or equivalent experience.
  • Proven experience in customer service and sales.
  • Strong interpersonal and organizational skills with a consistently customer-centric attitude.
  • Demonstrated experience in successfully engaging and managing customers across various channels (e.g., in-store, online).
  • An understanding of e-commerce operations is preferred.
  • A proactive approach and strong potential for learning and utilizing new systems (e.g., Zendesk, SAP, MS Office, etc.)
  • Able to communicate in English (verbal and written) in plus.
  • Flexibility in working hours may be required depending on business needs.

Aesop