Job Description

Consumer Care Assistant

Position opened for an Apprentice starting September 2026

Main Missions :

Part of the E-Business Team EMEA, the Consumer Service assistant will report directly to the Consumer Service Manager EMEA. She/he will join a team which operates for 7 brands of Shiseido Group (DTC and non DTC) on a EMEA perimeter in order to ensure our consumer’s satisfaction.

Her/his role will be to answer to consumer’s queries linked to our internal websites and to support the Consumer Service EMEA team in its day to day activity.

Her/his main mission will be :

Ensure the Consumer service activity linked to our internal website (65%)

• Reply to EU consumers/employees' requests per emails daily and during all special operations conducted during the year (Friends& Family, exceptional sales, external partnership…)
• Support the preparation of each sales and participate in testing phases to proactively raise potential issues
• Monitor the activity by analyzing contact reasons and gathering post operation survey results to share relevant insights to all internal stakeholders (e-commerce, IT, supply…)
• Be in charge of raising alerts in case of incidents with our internal website and closely follow all incidents that could happen on the technical or supply side
• Adapt consumer service materials (book of procedures, templates of reply) appropriate to this activity if necessary
• Participate in all key projects/ improvements related to the internal website

Support the Consumer Service EMEA in its day-to-day journey for DTC activity (35%)

• Help for the steering of our external consumer service provider which operates on all our brands, delivering briefs to our agents on various operational topics (product launches, stock information, delivery issues…)
• Monitor closely all requests related to products to share relevant insights for each brand every month

• Be in charge of preparing all knowledge quizzes that are done randomly and during each post training session and closely follow the level of each agent across different indicators
• Be in support of escalation queries management and ensure certain operational missions for teams back up
• Participate in the Run phase of several consumer service projects (update of FAQ articles, content in our knowledge base…)

• Do benchmarks regarding Consumer service trends and share best practices

Requirements

• Minimum Bac + 3
• Excellent communication skills and ready to work in an international environment (fluency in French & English required)
• Consumer and solution-centric mindset
• Sensitivity to work in the digital and cosmetics industry
• A first experience in a consumer service is a plus
• Perfect knowledge of Office Pack
• Soft skills :
  • Cautious/ attentive to details
  • Show empathy and common sense
  • Solution oriented