Customer Service Officer

About UsL’Occitane is a natural and luxurious beauty brand that is renowned worldwide. Our beauty products originate from Provence in the South of France and an emphasis on ethical and socially responsible processes that have been practised since the company was founded in 1976.L’Occitane values authenticity, respect, continuous improvement and these values are why L’Occitane now boasts over 2,200 boutiques worldwide.L’Occitane is an Equal Opportunities Employer and is committed to ensuring that factors relating to its employees’ ability to perform workplace responsibilities, and to develop in their employment, are the only ones considered in the decisions about their career with L’Occitane. Building a more diverse and inclusive organisational culture is one of the ways we cultivate change.About The RoleReporting to the Customer Service Team Lead, the Customer Service Officer is responsible for ensuring a high level of satisfaction for all L’OCCITANE guests and potential customers.Ensure that every interaction embodies L’OCCITANE’s brand values of generosity, respect, and authenticity, delivering a true “Maison” experience—whether online, over the phone, or through any guest touchpoint.Assist in maintaining high Customer Satisfaction (CSAT) and Net Promoter Score (NPS) by providing empathetic support, consistent follow-ups, and effective issue resolution.Consistently meet or exceed Service Level Agreement (SLA) requirements to ensure timely and effective guest support.Major ResponsibilitiesOffer excellent guest service by providing guests with general information relating to services, promotions and pricing, through email, phone call, social media and online chat services.Support boutique teams and retail operations by providing consistent service information, policy guidance, and guest communication templates.Resolve guest complaints and feedback within specified timeframes or escalate to the appropriate department to ensure all commitments are followed through to resolution.Collaborate with Retail, Supply Chain, Marketing, and E-commerce teams to identify and resolve guest pain points, address campaign-related inquiries, and manage product availability concerns.Maintain up-to-date knowledge of current campaigns, new product launches, key ingredients, True Stories, and Beauty Pod offerings to ensure accurate and consistent communication with guests.Consistently achieve Key Performance Indicators (KPIs) related to customer service, response times, guest satisfaction, and overall service quality.Provide timely and regular feedback to the Customer Service Team Lead regarding any issues impacting the guest experience.Support data privacy and compliance by handling all guest information securely and in accordance with company policy.Manage guest feedback and support for payments and bookings within the Beauty Pod.Provide support on ad-hoc projects and reporting tasks for the Retail and Learning & Development (L&D) teams as needed. Identify opportunities to streamline processes and improve team productivity.PERSONAL SPECIFICATIONStrong communication skills1year+ Experience in Sales or Guest ExperienceA ‘can do’ Attitude with a strong work ethicWork with a sense of urgency whilst also being diligent and accurate.Team player and professionalismSkills / Abilities - CompetenciesGood verbal and written English skillsPC literate – Word, Strong Excel skills, OutlookAn understanding of Cegid POS system would be an advantageAbility to learn and work between several online platforms. What's On OfferA competitive salary including generous staff discounts & incentives at our retail stores!A feedback rich culture that supports openness and transparency.Be part of an organisation that is committed to sustainability - B Corp CertifiedIf you would like to learn more about the role here at L'Occitane, please reach out to me directly at lara.pistolese@loccitane.com.“L’Occitane speaks of the Provence we love, a mysterious region that never stops inventing beauty” - Olivier Baussan.