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Concierge
Le Labo
Brooklyn
Beauty and Fragrance
Full time
Posted 2 weeks ago
Copied
Market: NY - New York
Industry Segment: Beauty and Fragrance
Category: Customer Service
Seniority: Associate
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Overview

The sole mission for our Concierge is to ensure consumer 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 consumers. 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 Global Online Client Care Manager and will work closely with all departments (product development, retail, accounting, etc.) to ensure all consumer 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.

Responsibilities include but are not limited to:

Concierge Queue Maintenance

  • Monitors and maintains Hq Concierge communication channels (email, phone) by categorizing requests according to inquiry type, and forwarding / assigning them to appropriate team members on Salesforce.
  • Maintains the Concierge Priority Queue with Time Sensitive Concerns from consumers that need further actioning.
  • Maintains relevant E-Commerce Omni- Channel logs and forms, and initiates communication with consumers for notifications of returned orders and out of stock creations.

Order and Product Inquiry Resolution

  • Supports with general order and product inquiries via email and phone within the appropriate service level agreement time frame.
  • Supports on our Customer Service phone lines and liaising of cases with our relevant Customer Service Representatives to assist in resolving consumer cases in an empathic timely manner. i.e., Product Issues, Service Issues, Purchase Support.

Online Order Liaison

  • Liaises with the order fulfillment team to ensure consumer requests are accommodated and fulfilled properly.
  • Initiates communication with consumers for online order fulfillment service exceptions i.e., Delays, Order Assortment Modifications.

Consumer Purchase Support

  • Assists consumers with their Scent Discovery Journey, by recommending creations and generating Proust Questionnaire results.
  • Responsible for assisting consumers with site navigation, order placement, or account registration, and troubleshooting.
  • Supports with auto Back In Stock notifications per region for consumers.

Qualifications

Champion And Steward Le Labo Values

  • Commit to broader responsibility & accountability for sustainability, diversity & inclusion while staying true to the Le Labo mission.
  • Demonstrate kindness and respect, empathy, inclusion, and humility, and ensure these are at the core of all interactions.
  • Embody the values of the manifesto through our actions, and drive accountability for contributing to the growing internal culture of Le Labo.
  • Create value and positive impact across all elements of our Brand, operations, teams, partners, and the broader world.
  • Exude passion for Le Labo and deeply appreciate, understand the Brand DNA.

Skills:

  • Strong empathic values, and active listening skills.
  • Strong communication, interpersonal and analytical skills.
  • Aptitude to provide excellent client service, and high-touch resolutions.
  • Proficient in Mac Os, and Ms Office applications. Salesforce is a plus
  • Ability to multi-task, have a sense of urgency and can perform under pressure.
  • Willingness and flexibility to work all shifts including weekends and overtime during busy periods.
  • 1 year experience in retail or call center environment.
  • Cosmetics/skincare retail experience a plus.

About Le Labo

Le Labo is a niche perfume company, born in Grasse and raised in New York City. We sparked a revolution ten years ago and today, we remain unconventional in the luxury perfumery market.

Every fragrance is freshly hand-blended and each label is personalized, before the eyes of our clients, at the moment of purchase.

Mindful in everything we do – from fragrance creations to where we choose to open a new boutique – our primary mission is to share the beauty of our craft with the world. It is more than just product; Le Labo offers sensorial experiences, memories and a point of view. It is a lifestyle.

Our global office is based in New York City and our European office is based in London. We are also a recent addition to the Estée Lauder family.

Concierge
Le Labo Fragrances
Brooklyn
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Concierge
Le Labo Fragrances
Brooklyn

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