Client Care Associate

Company Overview

Inspired by the Mediterranean, Moroccanoil comes to life through our iconic turquoise packaging and signature fragrance, for an exotic experience that transports the senses. Our original Moroccanoil Treatment pioneered oil-infused haircare and sparked global interest in argan oil. At the heart of our brand is the stylist community that inspires us to create effective and easy-to-use products. Today, our mission remains unchanged: to pioneer beauty innovations while making a positive impact. We support animal welfare as a cruelty-free brand with our PETA Beauty without Bunnies certification and partnership with the Humane Society. Ocean conservation and sustainability are central to us, including our collaboration with Oceana. As our journey continues, we strive to make a meaningful difference in our communities and around the world.

Position Overview

Under the direction of the Director, Client Care Operations, the Client Care Associate is responsible for supporting customer satisfaction and loyalty by delivering timely, accurate, and professional assistance. This role provides front-line support to customers by answering questions, resolving concerns, and guiding clients with helpful product and service information. The Client Care Associate plays a key role in ensuring every Moroccanoil customer receives a positive, high-quality service experience.

We are seeking an enthusiastic, service-driven team player who is eager to contribute to a growing Client Care team and committed to delivering exceptional customer support.

The role has room for growth with additional opportunities in various departments.

Tasks & Responsibilities

• Deliver exceptional and memorable experiences to all Moroccanoil customers
• Maintain excellent relations with customers, analyze their needs, and propose solutions tailored to their requirements
• Assist clients using various platforms such as calls, chats, and email
• Promote suitable products and services
• Take appropriate measures to solve problems effectively
• Achieve productivity goals
• Communicate proactively with customers, handle complaints, and follow up
• Attend mandatory training sessions to stay updated on product or company policy changes
• Reception replacement as needed

Qualifications

• Above and beyond attitude when dealing with clients with strong problem-solving skills
• Enjoys communicating with clients through multiple channels
• Passion for great service and the ability to connect with people
• Strong written and spoken communication skills
• Ability to multi-task, work independently, and as a team player
• Omnichannel awareness
• Knowledge of Zendesk is an asset but not required
• Bilingual (English and French an asset)
• Organized with the ability to multi-task
• Excellent communication and written skills
• Attention to detail
• Takes initiative
• Works well under pressure
• Able to work in a team or individually
• 2-4 years of experience contributing to office environments (strong emphasis on customer service activities).

Equal Opportunity Statement

This employer is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other protected status under federal, state, or local law.

We are committed to fostering an inclusive workplace where all individuals feel respected, valued, and empowered.