Customer Care Executive
il y a 6 jours
About the brand
Parfums de Marly, the Haute Parfumerie Maison created by Julien Sprecher, revives the splendour of the lifestyle of Château de Marly, a place dedicated to pleasure and celebration during the 18th century. A refined perfumery, respecting French savoir-faire, with audacious compositions that dare to go against the grain. Each fragrance has its own olfactory signature, developed from a palette of noble ingredients. Parfums de Marly creates a unique experience that reflects the fascinating association between the classic and the contemporary. The splendour of the 18th century through a prism of modern vision.
A new Perfume dimension to access another dimension of the Being.
About the role
As a key member of the Global Customer Strategy team, you will manage customer service activities for Parfums de Marly across the Europe, UK, and Middle East regions. Your expertise will ensure that every customer interaction reflects our brand's commitment to excellence and luxury.
Key Responsibilities:
Customer Support: Respond to customer inquiries via email, WhatsApp, and direct messages on Facebook and Instagram, ensuring all communication aligns with our brand DNA and high standards of excellence.
Process Optimization: Identify recurring customer queries and assist in developing procedures to streamline responses and enhance service quality.
Cross-Department Collaboration: Collaborate with internal teams, including logistics, training, and packaging, to address and resolve customer requests.
KPI Reporting: Manage monthly customer service KPIs, ensuring accurate tracking and reporting of service performance metrics.
Service Improvement: Contribute to ongoing service improvements by staying informed on industry best practices and emerging trends in customer care.
Role - Specific Skills:
Bilingual: Fluency in both English and French is mandatory, with strong written and verbal communication skills in both languages. Arabic is a plus.
Detail-Oriented: You are meticulous, organized, and able to handle tasks with precision and accuracy.
Proactive Communicator: Strong ability to coordinate across teams and take initiative in resolving customer concerns.
IT Competent: Proficiency in Microsoft Office (PowerPoint, Excel, Word) and familiarity with social media platforms (Facebook, Instagram).
Ticketing Tools: Experience with customer service platforms such as Zendesk or similar ticketing tools is preferred. Proficient in office tools (PowerPoint, Excel, Word) and social media (FB & IG)
Desired Background and Experience:
Minimum 3 years of experience in a Customer Service role, ideally within a luxury or premium brand.
A genuine passion for providing exceptional customer service in the luxury sector.
Company Values:
Entrepreneur & Agile:
Within our company, we all embody the spirit of entrepreneurs, operating within the framework of the organization. Empowering our teams is not only a necessity in our small team, but it is also a deliberate choice and a strong belief. We pride ourselves on making quick decisions and implementing only the most useful processes to drive our business forward. Our talents are versatile, capable of both strategic and operational roles as the situation demands.
Human Approach:
As a family-run business, we place great emphasis on maintaining a human touch and treating our teams with kindness. We strongly believe in nurturing and developing our talents, recognizing their potential for growth.
Collaborative & Teams spirit:
Being artisans in Haute Parfumerie, we deeply value the culture of oral transmission. In the absence of predefined processes, we encourage our teams to communicate, share ideas, and collaborate to achieve our objectives. Together, we make things happen through collective effort.
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