Customer Support Associate [CDI]
Paris, Île-de-France, France
Operations, People & Finance /
Full-time /
On-site
Typology is the first skincare brand launched by Good Brands, an ambitious project to build a new generation of digital first consumer brands. Founded in. 2019 by serial entrepreneur Ning Li, Typology became the #1 selling skincare brand online in France and operates also in the UK, Germany and the USA.
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Within the Customer Relations and Customer Experience department and under the direct responsibility of the Customer Experience Manager, your tasks will include customer support and social media moderation.
RESPONSIBILITIES
- Social Media
- Ensure moderation of comments to guarantee the relevance of exchanges while maintaining an engaging and professional tone.
- Actively interact with customers and prospects on various social platforms (Instagram, Facebook, TikTok) to promote a close and trusting relationship.
- Collaborate closely with internal teams to identify and quickly resolve issues raised by customers on social media, covering all our markets.
- Analyze trends in conversations and activity streams on our platforms, providing regular reports to guide future actions.
- Customer Service
- Manage customer tickets (products, deliveries, technical issues) via our Zendesk tool, providing quick, clear, and effective responses.
- Offer personalized support at every stage of the customer journey (before, during, after purchase), with the goal of proactively resolving issues and maximizing customer satisfaction.
- Conduct regular follow-ups with dissatisfied customers, adopting a proactive approach to anticipate their needs and strengthen their loyalty.
- E-Reputation
- Monitor and moderate customer comments on e-reputation platforms to maintain a positive brand image while quickly addressing expressed concerns.
- Collaborative Projects
- Work synergistically with different teams to design and implement innovative customer engagement strategies, with a constant goal of improving the overall digital experience for the Typology community.
SPECIFIC SKILLS
- Excellent organizational skills and multitasking abilities
- Strong priority management
- Excellent writing skills in French and English
- Strong interpersonal and relational skills, customer service mindset
PROFIL
- Recent graduate, you have just completed your Master's degree.
- A first experience in social media moderation or customer service is a plus.
- Empathy and patience are the two traits that best define you.
- An interest in cosmetics would be a real asset.
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- Diversity is the engine of our innovation. We build a culture where difference is valued. These are the principles that guide the way we build our teams, train our leaders, and create a business that's right for everyone who's a part of it.
- Unfortunately, we cannot respond to each candidate due to the large number of applications received. We come back to candidates whose qualifications best meet our roles. Consult our personal data protection policy for candidates.
- We consider our board members to be full team members. The board is currently made up of Ning Li and Rodolphe Menegaux. Observer members are Jeremy Uzan and Marc Simoncini.
