Natura Hiring for Customer Experience Jr Analyst at New York City Metropolitan Area Full Time

Natura &Co is a group formed by four iconic beauty brands: Avon, Natura and The Body Shop, each with a unique mission and spirit, but connected by the common purpose of shaping a better & more caring world. Originating from all four corners of the world, our companies create products and experiences that promote the welfare for people, animals and the planet. Our four businesses form a global multi-channel and multi-brand cosmetics group that are committed to generate positive economic, social and environmental impact.

Position: Customer Experience Jr. Analyst

Work Location: New York- Midtown West

Role Summary

The position at hand of Customer Experience Jr. Analyst is an integral part of the Natura USA operation. This role is pivotal in turning each interaction into a brand-building experience and ensuring exceptional customer satisfaction. This involves a variety of duties such as but not limited to responding to customer inquiries across multiple channels, resolving issues, processing orders and maintaining a deep understanding of our products. Quick learners with a friendly demeanor and a knack for multitasking are ideal, and knowledge of Spanish and/or Portuguese is an advantage.

Responsibilities:

• Respond to customer inquiries via phone and email in a prompt and professional manner;
• Resolve issues by actively listening to the customer’s situation, determining the cause of the issue, providing the best solution to the problem, expediting the correction, and following up to confirm resolution;
• Process orders, returns, and refunds as needed;
• Collaborate with other team members and departments to provide comprehensive solutions to customer problems, not limited to but including issues with website & promo codes, logistics & shipping issues and product inquiries;
• Ensure a high level of customer satisfaction through exceptional interpersonal communication, problem-solving, attentiveness, and patience;
• Transform every interaction into a brand-building experience that deepens customer connections with Natura;
• Maintain a comprehensive understanding of our products and brand to assist customers with accurate and relevant information;
• Document all customer interactions in a detailed and organized manner;
• Stay informed about company policies, procedures, and updates and communicate them clearly to customers;
• Identify and recurring customer issues and provide feedback to improve products, campaigns and other business strategies;
• Handle and resolve customer escalations while maintaining a calm and professional demeanor;
• Assist in the development and improvement of customer support processes and resources.
• Support the marketing team in monitoring and responding to comments and direct messages received through social media channels;
• Monitor and address reviews received through the website;
• Act as a liaison between our distribution center team and customers to communicate and address shipping issues;
• Provide additional administrative support on an as-needed basis.

Skills & Competencies Requirements

• High school diploma or equivalent; a college degree is a plus.
• Previous customer service experience is preferred.
• Knowledge of Spanish and/or Portuguese is preferred.
• Proficient in Microsoft Office – Word, Excel, PowerPoint and Outlook, etc.
• Familiarity with customer support tools and software such as Zendesk and Shopify is a plus.
• Availability to work flexible hours, including evenings and weekends if necessary.
• Passionate about the world of beauty, the environment and wellness.
• Must provide valid work authorization in the United States.nd mindfulness.