The Estee Lauder Companies Consumer Care Representative (Bilingual-English/Spanish) in Bristol, Pennsylvania
Consumer Care Representative (Bilingual-English/Spanish)
Brand: Estée Lauder Companies Corporate Departments
Responds to all consumer inquiries by mail, phone, fax, or internet for the affiliated Estee Lauder Companies. Captures relevant data for the consumer information database .
Researches information needed to answer consumers’ product concerns. Communicates with consumers by composing accurate, prompt and effective replies. Makes decisions on appropriate reimbursement on a case-by-case basis.
Utilizing the Consumer Communications Call Strategy responds to consumers, regardless of issue or consumer’s demeanor. Makes decisions about the nature and disposition of complaints; consults with manager, director/product experience, or brand directors when necessary.
Develops a comprehensive knowledge of company services and products including product composition, package directions, promotions, and pricing.
Monitors consumer contacts to ensure action on possible liability incidents, product or other according to risk management procedures. Communicate potentially troublesome areas and emerging trends to Consumer Communications Manager, Brand Directors, Director/Product Experience and Vice President.
Assists the in the administration of customer perception surveys. Contributes to the development, implementation and evaluation of programs and services directed to special needs customers.
Participates in various functions and professional organizations in order to improve performance, enhance skills, and help build departmental expertise.
College degree and/or relevant experience preferred.
Must be able to read, write and speak fluently in Spanish
This includes oral, written, and reading proficiencies, demonstrating the proper articulation necessary to communicate with prestige brand customers
Excellent interpersonal, verbal and written communication skills required.
Proficiencies, demonstrating the proper articulation necessary to communicate with prestige brand customers.
Ability to work in a fast paced environment while exhibiting tact, good judgment, diplomacy and flexibility.
Basic knowledge of arithmetic.
Must be able to work well independently.
Must present a professional appearance and demeanor.
Must be able to type 40-45 W.P.M.
Demonstrated knowledge of computer systems such as Word, Excel, PowerPoint, Visio, Access, Outlook, Internet & Intranet.
Must successfully pass written and practical tests and achieve scores equivalent to national standards.
Must be able to work in a multi-task environment.
Must be able to work overtime as needed.
Job: Customer Service
Primary Location: Americas-US-PA-Bristol
Job Type: Standard
Shift: 1st (Day) Shift
Job Number: 162184