Consumer Experience Advisor (CXA)

Job Location

Newton

Job Description

SK-II is seeking to hire a Consumer Experience Advisor to support questions, inquiries, critical issues, and team capability building on consumer products and orders in their Newton, MA office. This position will report into the office on a hybrid basis Tuesday-Thursday.

The Advisor will handle end-to-end execution of business processes for SK-II and will be responsible for process communication, deployment, and continual improvements for resolving consumer inquiries. They will provide direction and mentor to employees/leaders, as well as ensuring service level agreements are met with completed outcome summary.

Responsibilities

• Engage with customers primarily through phone, email, live chat, and social media platforms.
• Consumer Loyalty: Engaging customers through community management of social platforms (including Ratings and Reviews).
• Contact Support: Resolving customer issues as the second line of defense for the customer contact center.
• Education: Providing contact center agents with updated knowledge of Brand and initiatives.
• Product knowledge: Guiding customers on how to use SK-II products effectively by explaining benefits, application to-do, brand history etc.
• Excellent interpersonal skills: Ability to clearly explain complex information, actively listen to customer concerns, and respond expertly. Consistently composing grammatically correct, concise, and accurate written responses to customer issues.
• Issue troubleshooting: Diagnosing customer problems, identifying root causes, and offering appropriate solutions to resolve technical issues.
• Complaint handling: Timely handling ofcustomer complaints, resolving complex issues and seeking consult with relevant departments when necessary.
• Feedback collection: Gathering customer feedback and relaying it to relevant teams to improve service quality.

Job Qualifications

Requirements and skills

• Shown customer support experience or experience as a Client Service Representative of at least 3 years. Previous experience with luxury, beauty, or fashion is helpful.
• Strong phone contact handling skills and active listening
• Strong team player. This role requires cross functional collaboration and working with multiple business partners
• Familiarity with Salesforce CRM is helpful.
• Customer orientation and ability to adapt/respond to different situations
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively and handle large volume of calls, emails, chats, DMs
• Bachelor’s degree
• 3 days in office (Newton) Tues to Thurs is required.

Compensation for roles at P&G varies depending on a wide array of non-discriminatory factors including but not limited to the specific office location, role, degree/credentials, relevant skill set, and level of relevant experience. At P&G compensation decisions are dependent on the facts and circumstances of each case. Total rewards at P&G include salary + bonus (if applicable) + benefits. Your recruiter may be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the hiring process.

We are committed to providing equal opportunities in employment. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Immigration Sponsorship is not available for this role. For more information regarding who is eligible for hire at P&G along with other work authorization FAQ’s, please click HERE.

Procter & Gamble participates in e-verify as required by law.

Qualified individuals will not be disadvantaged based on being unemployed.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Job Schedule

Full time

Job Number

R000123075

Job Segmentation

Experienced Professionals (Job Segmentation)

Starting Pay / Salary Range

$62,000.00 - $74,000.00 / year