Company Overview
The innovation, development, and success of these products—and many more—are driven by the creative and forward-thinking minds of our team. From day one, you’ll play a role in making everyday life easier for our 5 billion consumers.
At P&G, there is no single path to success because each career and individual journey is unique. Just as we prioritize delivering an exceptional consumer experience, we are equally committed to providing a rewarding and fulfilling experience for our employees. With a vast global presence, P&G offers opportunities to work in approximately 70 countries, continually striving to attract, recognize, and support top talent worldwide.
Job Description
SK-II is looking for a Consumer Experience Advisor to assist with customer inquiries, product-related questions, and critical issue resolution while supporting team development. This role is based in Newton, MA, with a hybrid schedule (Tuesday-Thursday in-office).
The Advisor will oversee end-to-end execution of business processes, ensuring smooth communication, process implementation, and continuous improvement in consumer issue resolution. Additionally, they will provide guidance and mentorship to employees and leaders while ensuring service level agreements are met with detailed outcome summaries.
Responsibilities
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Engage with customers via phone, email, live chat, and social media platforms.
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Foster consumer loyalty by managing community interactions on social platforms, including Ratings and Reviews.
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Act as the second line of defense for customer contact center issues, resolving inquiries effectively.
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Educate contact center agents on brand updates, initiatives, and product knowledge.
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Guide customers on the proper use of SK-II products, explaining benefits, application methods, and brand history.
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Demonstrate excellent interpersonal skills, clearly conveying information, actively listening, and crafting professional, concise, and grammatically correct responses.
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Diagnose and troubleshoot customer issues, identifying root causes and providing appropriate solutions.
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Handle customer complaints promptly, resolving complex concerns and escalating when necessary.
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Collect customer feedback and share insights with relevant teams to enhance service quality.
Job Qualifications
Requirements & Skills
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Minimum of 3 years of customer support or client service experience (luxury, beauty, or fashion industry experience is a plus).
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Strong phone communication and active listening skills.
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Collaborative team player with the ability to work across multiple business functions.
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Familiarity with Salesforce CRM is beneficial.
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Customer-focused mindset with the ability to adapt and respond to various situations.
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Excellent communication and presentation skills.
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Strong multitasking, prioritization, and time management abilities to handle a high volume of calls, emails, chats, and DMs.
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Bachelor’s degree required.
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Must be available for in-office work (Newton, MA) on Tuesday-Thursday.