Consumer Care Advisor null

About Estee Lauder Companies

Estee Lauder Companies is the global leader in prestige beauty — delighting consumers with transformative products and experiences, inspiring them to express their individual beauty. They are the only company focused solely on prestige makeup, skincare, fragrance, and hair care with a diverse portfolio of brands sold in approximately 150 countries and territories. Infused throughout their organization is a passion for creativity and innovation — a desire to push the boundaries and invent the unexpected — as they continue the bold work of their founder Estée Lauder.

Your role

The Consumer care agent is responsible for handling all consumer inquiries (questions and complaints) in a professional manner ensuring that all communication adheres to Company Policy and Procedures and external legislation. This position will have access to a range of confidential information and so will require the personal characteristics of discretion and integrity.

Key responsibilities, but are not limited to:

Ensures customer and Market Growth

• Develop a comprehensive knowledge of all Brand Products including usage recommendations, promotional offers, events, and pricing for both their e-commerce sites and in-store for both Australia and New Zealand markets.
• Responsible for learning about all new products and discontinuations across all their ranges.
• Responsible for understanding their distribution points of sale for advising their consumers on where to buy.
• Handle consumer inquiries and complaints daily by phone and email and Live chat, WhatsApp as well as escalated social media cases, ensuring communication with consumers is accurate, prompt, and professional and adhering to Company policy and procedures at all times.
• Handle all inquiries and support for all their e-commerce consumers including but not limited to Track and Trace, technical support, and Order status or product inquiries.
• Attend team meetings and Brand or online meetings where required
• Maintain an understanding of store Return rules, including Company stores, Corporate stores, Department, Freestanding, and Salons
• Have a clear understanding of consumer engagement via business and media platforms
• Understand specific brand requirements for their consumers ie; MAC makeover details or specific consumer brand programmes
• Offer and process phone orders (Including credit card payments)

Manages Operational Effectiveness

• Assess each inquiry/Complaint and determine the course of action; Refund/Replacement product of the alternative product
• Obtain Ingredient listings requests and escalations to NY for further detail
• Handle with professionalism and empathy following procedure all Alleged product experiences and escalate to the legal team in NY when require for further guidance.
• Re-orders for consumers through the CS.net system and SAP where required. ie; consumer orders lost in transit.
• Manage and lead Consumer care support for business projects where required.
• Ensure that you have knowledge and access to all the latest Corporate statements for issues such as animal testing.
• Ensure that you have knowledge of Australian/NZ rulings on SPF products.
• Knowledge on when to follow mandatory reporting for Alleged product experiences where specific SPF products have been used.
• Effective sourcing of Brand information daily were required for the team. ie; marketing calendars, pricing, brand information on discontinuations and new products.

Improves Business Processes

• Always maintain and update CRM system with accuracy and detail, ensuring the integrity of customer information is accurate, and within accordance of quality expectations.
• Utilize the CRM database to record and track consumer history and identify consumer patterns, and areas of concern to manage.

Training, development & rotations

From their newest employees to their most seasoned executives, Estee Lauder Companies focuses on creating a workplace that encourages continuous learning and development. This is critical to their abilities to create trends, anticipate changes, and swiftly adapt to the shifting needs and demands of their global business. This strong focus on learning helps ensure that they build the next generation of leaders for the company.

Salary & benefits

Roles in Consumer Care Advisor earn an average of A$60,000 to A$83,000. (Source: Glassdoor)

In keeping with the values upon which The Estée Lauder Companies was founded, they aim to assist their employees in living their lives to the fullest at home and at work. A core part of this proposition is to ensure they offer compelling and competitive benefits programs that help to meet their diverse and changing environment and to support employees’ needs at all stages of life.

• Health Care Benefits
• Insurance and Protection
• Financial Benefits Programs
• Wellness Programs
• Read more...

Career progression

Their #ELC Family is a bold community of individuals. They don’t just place a high value on individuality, they seek it out, cultivate it and celebrate it in their daily work. Collectively, their diverse points of view, skillsets, and talents make them the creative and innovative global leaders they are today in prestige beauty. There is immense pride and joy in what Estee Lauder Companies do, and it shows.

Work life balance

Helping employees optimize their physical and emotional wellness is essential to Estee Lauder Companies' success and theirs. They connect employees with fitness and mindfulness classes and robust well-being programs to enrich many areas of their lives. They create teams and arrange employee and family member participation in community events. In order for their employees to balance both work and family life, they are continually looking to develop and review family-friendly policies, particularly around parental leave and flexible working. Read more.

Culture & vibe

The Estée Lauder Companies’ collective vision is to be the most inclusive and diverse beauty company in the world and to be both the employer of choice for diverse talent and the brand of choice for their global consumers. They are a people-first company, respects and cares for its employees, communities, and consumers. With consumers in approximately 150 countries and territories around the world, they recognize that in order to properly serve the communities in which they live and work, their workforce and products must reflect and represent this global diversity. Read more.

About you

 Qualifications:

• Working knowledge of a computerized system including:
  • Microsoft Office 2007/2010 application (word, excel, outlook, PowerPoint, teams, etc);
  • Understanding and knowledge of CRM system
  • SAP
  • Beauty knowledge and understanding

Person Specifications:

• Quality customer service skills
• Ability to successfully obtain a Police Check with no disclosable court outcomes which hinder the ability to meet the roles and responsibilities of the Consumer Care role (refer to Police Check Policy)
• High attention to detail and organizational skills
• The ability to work autonomously and contribute to the team
• The ability to manage multiple priorities and time management
• A proactive and positive approach to work and tasks
• Confidentiality, tact, and discretion when dealing with people
• Ability to work under pressure

How to apply

To apply for this role, simply click the "Apply on employer site" button on this page to submit your application directly with Estee Lauder Companies.