Customer Service Consultant [German & English Speaking]

Overview

As a Customer Care Consultant, you strengthen customer relationships and drive commercial growth by delivering a seamless, multichannel shopping experience. You will sell, advise, and support customers across online and in-store channels, maintaining product knowledge and responding promptly to inquiries. You will work with cross-functional teams to optimize processes, ensure compliance, and protect the brand experience. This role offers exposure to a global beauty house focused on people, planet, and performance, with development opportunities across L’Oréal and Aesop brands.

Pay / Benefits

• Flexible, hybrid working pattern
• 60% minimum product discount
• Paid volunteering allowance
• Private medical and dental insurance
• Enhanced pension plan
• Fertility leave

Responsibilities

• Sell products and provide care across online channels and in-store
• Maintain comprehensive product knowledge and offer personalized recommendations
• Drive omnichannel experience and stay aligned with online/offline offerings
• Use systems (Outlook, Teams, SAP) to deliver accurate customer information
• Support system/process improvements to boost productivity
• Escalate appropriately and contact relevant departments when needed
• Respond to enquiries via email, chat, phone, social media, and video consultations
• Identify core contact reasons and resolve inquiries, including refunds where applicable
• Repair customer relationships and loyalty through tailored handling of sensitive experiences
• Support Third-Party Marketplaces and manage sample dispatch
• Self-manage tasks across multiple channels and participate in coaching and training
• Monitor data and team performance; contribute to team meetings and feedback
• Ensure compliance with company guidelines and risk-aware communication

Key requirements

• Proven experience in selling and care within a customer service environment
• Proven track record of effective selling skills with positive commercial outcomes
• Ability to handle multiple systems and execute operational processes
• Capacity to work autonomously and manage workload
• Fluency in English and German
• Excellent communication, active listening, and problem-solving skills
• Time management and task prioritisation abilities
• Judgment on escalation versus independent action
• Working knowledge of Excel, Word, Teams, Outlook
• Desirable: Salesforce knowledge
• Desirable: knowledge of skin, body, hair, and fragrance products
• Desirable: Aesop retail experience

• excellent communication
• active listening
• problem-solving
• Excel
• Word
• Teams

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