Customer Care Executive

Background Requirements:

1.     Bachelor degree with a specialization in Business Management, Communication, or expertise in E-Commerce (esp. Lazada and Shopee).

2.     Minimum of a year of experience in relevant fields, preferably within the luxury or beauty sectors.

3.     Interested and passionate about the e-commerce beauty industry.

4.     Able to communicate professionally, both verbally and in-written.

5.     Proven ability in data analysis and attention to details.

6.     Possess entrepreneurial mindset, agility (adapt quickly to change in a fast paced environment), and attention to details.

7.     Good attitude to connect with others, self-driven to complete task, and high initiative to take action and a team player

Job Description:

1.     Respond to customer’s query, concerns, feedback in professional manner as per Clarins’ standard.

2.     Keep updated with Whatsapp Business feature & Qontak for the complete and latest feature available (e.g. regular update e-catalogue, auto-reply chat, etc.).

3.       Keep up with innovations (e.g. new features) and competitors in social commerce to optimize strategies in prestige beauty.

4.       Manage sales and customer WA database: register / update member and input sales data in STAMPS in timely manner.

5.       Collaborate with cross functional teams, marketing, ecom. and warehouse team for seamless execution.

6.     Stay up to date with the beauty trends & Clarins product knowledge (ingredient, benefit, how to use / method of application, new launch, discontinue, etc.).

7.     Monitor and make sure stock integration between SFCC, WMS, OMS.

8.     Regularly check SFCC staging before campaign runs, making sure all promotion has been set up correctly.

9.     Make sure to understand products, PDPs, promo mechanics, period, and campaigns in order to reply customers’ chats with the right information.

10.   Provide monthly chat performance report, provide insight, and present in timely manner.

11.   Monitor and analyze chat metrics, such as delivered message, response rate, click rate, read rate, conversion rate.