Job Description
Consumer Advocate Markup: 32.5%
Consumer Advocate
The Consumer Advocates will support the Color and Skincare category by responding to consumer contacts via multiple channels (phone, e-commerce, rating & reviews, chat, emails and letters).
Advocate will provide expert knowledge to consumers, and other sources contacting us for information or seeking assistance in the use our products.
Will utilize opportunities to build sustainable relationships.
Offers insights to the brands for continuous product and service improvement.
Key Job Accountabilities: General:
Displays a professional company image through voice and online interactions
Meets established quality standards in all contacts across all channels
Ensures optimal service levels maximizing resources
Recognizes and recommends new ways to influence consumers in their purchase decision
Performance meets expectations of key metrics
Adheres to assigned schedule, which is subject to change and may include evening and/or Saturday hours.
Offers schedule flexibility to support the needs of the business
Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer
Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative in an effort to reduce disruptions in service or detract from customer satisfaction.
Supports the voice of the consumer by collecting insights as requested by the brands, CMI, digital and e-commerce
Product Expertise:
Has expert product knowledge within the MeĆtier
Assists consumers in finding appropriate products
Educates consumers in the use of our products
Identifies cross-selling opportunities/ introduces consumers to new products and services and or places order for customer using Demandware
Builds relationships with each consumer who contacts our brands
Recognizes, document all consumer interactions and alert management of trends.
Is able to communicate content of consumer conversations accurately to support consumer insights
Resolves issues fairly, balancing the needs of the consumers with those of the organization
CRM: BRAIN
Documents product issues in a way that the information can be used for product improvement or development
Accurately enters required information in the CRM and surveys to ensure data integrity
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