Live Chat Team Lead

Job Description

About The Estée Lauder Companies

We are the global leader in prestige beauty — delighting consumers with transformative products and experiences, inspiring them to express their individual beauty. We are the only company focused solely on prestige makeup, skincare, fragrance, and hair care with a diverse portfolio of 25+ brands sold in 150 countries. Infused throughout our organization is a passion for creativity and innovation — a desire to push the boundaries and invent the unexpected — as we continue the bold work of our founder Estée Lauder.

About the role

As a Live Chat Team Lead, your goal will be to achieve the best online customer experience, assure a high touch level of services and drive online sales growth, managing a team of Live Chat Agents. You will guide and coordinate the team, and you will develop their skills and technical expertise to achieve the best.

You will work from Monday to Saturday with one day off to take on Tuesday, Wednesday, or Thursday (always the same day). You will work from 9:30 AM to 6 PM and are willing to be flexible for special events and key shopping moments.

You will lead by example as you will perform Live Chat conversations and Virtual Selling activities yourself, guiding the consumer who visits Brand.com sites through the choice and purchase process, providing a personalized, quality service that will achieve sales and customer service goals. Your passion for the Company, its brands and products, and its people will be key to building a unique virtual experience that will educate and inspire consumers and allow them to connect with the Estée Lauder Companies world.

As a Live Chat Team Lead you will have the following responsibilities:

Live Chat & Virtual Selling (50%)

• Conduct 1:1 consultations via live chat;
• Conduct 1:1 video consultations (+ manage bookings through an online calendar tool);
• Provide personalized recommendations;
• Take advantage of opportunities to up-sell and cross-sell;
• Leverage and be the expert of all existing digital tools, like virtual try-on, diagnosis tools, branded booking tools etc. to enhance the online consumer experience and provide advice;
• Do coaching on skin issues, make-up looks, fragrances;
• Provide personalized advice and assistance to users of Brand.com sites;
• Respond to specific questions coming into the chat box;
• Assist in product selection and provide product/brand information;
• Assist customers with order management and post-sales clarifications;
• Direct Clienteling;
• Optionally: organize and host virtual masterclasses & livestream sessions.

Team Management (20%)

• Guide and coordinate the team based on Agent Effectiveness reports and business KPI’s.

Reporting (10%)

• Regularly report internally on Live Chat & Virtual Selling KPI’s.

E-Merchandising Support (15%)

• Support the brand.com team to continuously improve the web store’s merchandising to improve the online consumer journey, as if you would do in a regular store: check navigation, bestsellers, out of stocks, content on product pages, price-strike throughs of discounted items etc.
• Give qualitative feedback on how to improve the overall consumer journey.
• Consumer Care Support (5%)
• Support the Owned/Earned Media team in charge of community management on our social handles with consumer demands;
• Support the consumer care team with consumer inquiries and masterdata corrections for rejected orders, helping the team to eventually fulfill the order for the consumer.

The role requires a good knowledge of IT and digital tools to enable the Live Chat Agent to move nimbly between browsers, documents, and applications. You will need a solid knowledge of the office package, specifically Excel, PowerPoint, and Word, and a good familiarity with the production of reports. Good knowledge of the main internet browsers (Google Chrome, Internet Explorer) is an essential requirement.

• Previous sales experience in a retail environment is required.
• Passion for cosmetics and being aware of the latest trends in beauty
• Excellent communication and interpersonal skills
• Customer-centric
• Willingness to work flexibly during store hours, including evenings, weekends, and special events
• Ideally bilingual (Dutch, French). English is a plus.

What's in it for you?

A job where colleagues become family? Welcome to the Estée Lauder Companies ! You will receive an attractive salary in line with your experience and competencies. In addition, you will receive various extra-legal benefits. And what about constant learning? It goes fast at the Estée Lauder Companies. With training, both on the job and through MyELCLearningHub, you get the space to do so.

Are you interested in the above position? Then apply immediately and find out what your opportunities are at the Estée Lauder Companies!