Aesop

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.

Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.

We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

Role purpose

The purpose of the Customer Service Consultant role is to sell product, provide support and care to customers across Aesop’s evolving online customer service channels. This role will build and strengthen customer relationships and contribute to the commercial growth of the business by delivering a flawless customer experience.

Role responsibilities include, but not limited to –

Brand

• Engage with constant learning and development to maintain comprehensive product knowledge across all categories to create personalized recommendations
• Drive the omnichannel experience by staying up to date with Aesop’s online and offline offerings, through proactively engaging with Aesop’s various online channels and website, as well as working in the retail environment on a consistent basis

Business

• Proactively engage with resources and tools to efficiently deliver consistent, accurate and up to date information to our customers
• Execute key recovery processes and operations by navigating various systems
• Engage with the implementation of new systems and processes to optimize productivity
• Commit to being constantly risk aware across all forms of communication by adhering to Aesop’s compliance obligations
• Appropriately determine when to escalate an issue, and proceed by contacting the relevant departments

Customer

• In accordance with Aesop guidelines and service expectations, respond to customer service enquiries across all channels including, and not limited to: support (email), chat, phone, social media, video consultation & local market communication apps
• Within support and recovery related inquiries, identify the customer’s core contact reason, provide clear and considerate resolution
• Within product related inquiries, recommend and where applicable, actively identify additional selling opportunities
• Restore customer relationships and promotes loyalty by responding to and handling sensitive and negative customer experiences (instore and online) in a tailored and personalized manner, while adhering to guidelines and procedures
• Where relevant, support Third Party Marketplaces to inform customer responses

Performance

• Optimize the collective productivity of the team by effectively self -managing tasks and taking the initiative to work proactively across multiple channels, assisting the team in serving customers where needed
• Actively engage in ongoing coaching and formal trainings
• Engage in relevant data and serv ice expectations to relate to own and team’s performance
• Contribute and foster a culture of positive teamwork by regular attendance of team meetings, participation in organized group activities and supporting peers by sharing and exchange of information
• Fosters and engages with a team learning culture by seeking out and providing feedback to all team members to improve performance and drive personal growth

What we are looking for

• Selling and care in a customer service environment
• Proven track record of effective selling skills that resulted in positive commercial outcomes
• Proven ability to hand multiple systems and efficiently execute operational processes
• Demonstrated working autonomously to make decisions and manage workload
• Executing process through navigating various procedures and systems
• Highly desirable: Aesop retail experience
• Working knowledge of computer software i.e Excel word, teams
• Highly desirable: working knowledge of customer support systems , (including Zendesk)
• Highly desirable: knowledge of skin, body, hair and fragrance products
• Fluency in Thailand and English (verbal and written)
• Excellent communication problem-solving skills
• Time management and task prioritization skills
• Ability to discern what tasks can be completed by self or are required for escalation for resolution
• Highly desirable: Ability to seamlessly introduce and sell products across categories

What’s On Offer

We take a holistic approach to employment, promoting professional development, career growth, employee wellbeing initiatives and encouraging deep connections with the local community through the Aesop Foundation, volunteering and matched giving programs. Employee benefits include –

• Flexible, hybrid working pattern
• Generous product discount allowance and bi-annual complimentary product allocation
• Paid volunteering allowance for all employees
• Bonus opportunity based on personal, and business, performance
• Suite of options to aid development, including complimentary access to LinkedIn Learning, in-house Product and Core skills training and study support opportunities
• Access to employee assistance programmes, complimentary subscription to Headspace mindfulness app and summer hours options

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage everyone to consider becoming a part of our journey