• Respond to all customer enquiries across all channels (including Email, Voice call, SMS, Whatsapp, Web Chat, Pro-active Chat, Facebook, Instagram) using Clarins Customer Care system and deliver a highest level of service and qualititative respond
• Ensure that customers’ enquiries are sufficiently and accurately answered within agreed timeframes
• Work with E-Commerce, CRM and Retail teams to ensure proficiency in handling consumer facing tools employed by Clarins.
• Work with relevant functional teams to deliver high level of customer satisfaction.
• Ensure all customer enquiries are responded to within stipulated timeframe: 24-48 hours
• Constantly strive to achieve Customer Care KPIs including CSAT Score, First Reply Time and Full Resolution Time, etc.
• Proactively review the KPIs on a daily/weekly/monthly basis through the use of Customer Care system.
• Remain up-to-date on all Clarins promotions, product launches and Club Clarins mechanics
• Proactively keep product and service knowledge to the highest levels by ultilising Clarins learning app.

• Apply improvement and feedback shared during Q&A assessment
• Animate and identify ways to constantly improve CSAT score and avg. respond time for email, chats or calls, and propose areas of improvements.
• Communicate and work cohesively with all key stakeholders, whilst effectively monitoring results and provide feedback to fine-tune the customers’ journey.
• Listen, probe and question in order to clarify and understand customer needs to improve first contact resolution rate.
• Adhere to Customer Care SOP created for all functions to resolve customer enquiries efficiently and pleasantly and constantly share feedback with functional teams to improve the SOP.
• Usage of and proficiency in relevant Clarins systems to ensure accurate and consistent information is provided promptly to customers
• Proactively update customers’ key information and provide each ticket summary in Customer Care system.
• Ability to professionally evaluate and escalate problems/issues promptly when necessary
• Usage of Customer Care system to monitor and track enquires statuses / comments
• Ensure all tickets are followed through with functional teams

• Provide weekly and monthly Customer Care reports.
• Leverage on existing tools on the website as additional tool kit to support customers.