Esteelauder Careers – Concierge

Website Estée Lauder

Job Description:

The sole mission for our Concierge is to ensure client happiness with Le Labo experiences and products. The day-to-day responsibilities include answering all e-mail and phone inquiries regarding online orders, Le Labo creations and lab-boutiques. This role will also help coordinate online fulfillment processes and facilitate any special requests from clients. This is a great entry-level role for anyone interested in joining a dynamic, mindful and growing fragrance company.
The Concierge position will be part of the Digital Team and report directly to the Online Client Care and Fraud Prevention Associate, and will work closely with all departments (product development, retail, accounting, etc.) to ensure all client inquiries are fully answered, and direct-to-consumer after-sales business is supported. This role is based out of our corporate office in Brooklyn, NY.

Job Responsibilities:

  • Maintains the logs and forms, and actions on necessary items for general client care operations – e.g. returns log, OOS
  • Initiates communication with clients for online order fulfillment exceptions (delay, OOS, partial delivery)
  • Liaises with the order fulfillment team to ensure client requests are accommodated and fulfilled properly
  • Supports internal teams (outside of Ecommerce Operations) in providing client-facing relevant information pertaining to product, service or online orders
  • Monitors and maintains concierge communication channels (email, phone) by categorizing requests according to inquiry type, and forwarding / assigning them to appropriate team members
  • Resolves product, order and service issues – including cosmetovigilance cases, in a high-touch empathic manner
  • Responds to client order and product inquiries via email and phone within the appropriate time frame, and according to identified business needs

Job Requirements:

  • Strong communication, interpersonal and analytical skills
  • Aptitude to provide excellent client service, and high-tough resolutions
  • 1 year experience in retail, or call center environment
  • French-speaking a plus
  • Proficient in MAC OS, and MS Office applications
  • Strong empathic values, and active listening skills
  • Bachelor’s degree
  • Ability to multi-task, have a sense of urgency and can perform under pressure
  • Self-motivated and adaptable – a team player, no task is too big or too small
  • Willingness and flexibility to work all shifts including weekends and overtime during busy periods.
  • Cosmetics/skincare retail experience a plus

Job Details:

Company: Estée Lauder

Vacancy Type:  Full Time

Job Location: New York, United States

Application Deadline: N/A

Apply Here