- Employment
- Full-time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Nov 4, 2026
About L’Oréal Luxe
L’Oréal Luxe is the L’Oréal division responsible for luxury fragrance, makeup and skincare. It operates beauty houses including Lancôme, Kiehl’s and Aesop, and develops products under licence for fashion houses including Prada and Giorgio Armani.
Aesop seeks a Customer Service Consultant to deliver customer care and sales across its online channels while supporting an omnichannel experience through regular work in retail. The permanent role serves English- and German-speaking customers and covers enquiries, service recovery, product recommendations, operational processes and team performance.
Role & Responsibilities
- Sell products and provide customer support and care across Aesop’s online service channels.
- Maintain comprehensive product knowledge through ongoing learning and development, and provide personalised recommendations.
- Support the omnichannel experience by staying current with Aesop’s online and offline offerings, engaging proactively across its online channels and website, and working regularly in the retail environment.
- Use available resources and tools to provide customers with consistent, accurate, up-to-date information.
- Execute key recovery processes and operations using systems including Outlook, Teams and SAP.
- Contribute to the implementation of new systems and processes to improve productivity and streamline workflows.
- Maintain risk awareness in all communications and adhere to Aesop’s compliance obligations.
- Assess when issues require escalation and contact the relevant departments.
- Respond to customer enquiries across email, chat, phone, social media and video consultation, in accordance with Aesop guidelines and service expectations.
- Identify customers’ reasons for contacting the business and provide clear, considerate resolutions to support and recovery enquiries.
- Recommend products and identify additional sales opportunities for product-related enquiries, supporting refund requests where applicable.
- Restore customer relationships and encourage loyalty by handling sensitive or negative in-store and online experiences in a tailored, personalised manner.
- Use information from Third-Party Marketplaces to inform customer responses where relevant.
- Organise and dispatch samples to customers.
- Manage tasks effectively and work proactively across channels to support the team and optimise collective productivity.
- Participate in ongoing coaching and formal training.
- Monitor relevant data and service expectations to track individual and team performance.
- Promote positive teamwork by attending meetings, participating in group activities and sharing information.
- Seek and provide feedback to colleagues to improve performance and support personal growth.
Qualifications
- Proven experience in selling and customer care in a customer service environment.
- A track record of effective selling that delivers positive commercial outcomes.
- Ability to manage multiple systems and execute operational processes efficiently.
- Ability to work autonomously, make decisions and manage workload.
- Aesop retail experience is highly desirable.
- Fluency in English and German is required.
- Excellent communication and active listening skills.
- Excellent problem-solving skills and a sharp, intuitive approach.
- Time management and task prioritisation skills.
- Ability to distinguish tasks that can be completed independently from those requiring escalation.
- Working knowledge of computer software, including Excel, Word, Teams and Outlook.
- Working knowledge of customer support systems such as SalesForce is highly desirable.
- Knowledge of skin, body, hair and fragrance products is highly desirable.
Skills
Experience
Proven experience in selling and customer care in a customer service environment.
Workplace
The role is situated in London, England, UK.
Explore jobs in England or in the UK.
Benefits
Flexible hybrid working pattern; minimum 60% product discount; paid volunteering allowance; money-saving offers; free mortgage advice; share options; enhanced pension plan; private medical and dental insurance; discounted gym memberships; onsite mental health support; enhanced family leave; up to 4 weeks of paid fertility leave; learning and development, leadership programmes and monthly expert talks.
Culture
Some roles serve a single house or counter. Others span several houses, from advisors who present more than one fragrance line to planners who coordinate stock across the division.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like L’Oréal Luxe, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Care Consultant», «Customer Support Consultant», «Customer Experience Consultant», «Client Services Consultant», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.