Consumer Care Representative (Bilingual French)

This role is a Hybrid Role: Employees are expected to work from our Kenilworth, NJ office 3 days per week and may work remotely the remaining days

 

The Consumer Care Representative serves as a key ambassador for Revlon's portfolio of brands, delivering exceptional consumer experiences across multiple communication channels, including phone, email, social media, chat, and other digital platforms. This role is responsible for providing accurate product information, resolving consumer inquiries and concerns, supporting English and French-language consumer communications, and fostering brand loyalty through professional, empathetic, and solution-oriented interactions.

In addition to direct consumer support, the Consumer Care Representative plays an important role in maintaining and enhancing the Consumer Information Center's knowledge base, ensuring accurate, consistent, and compliant information is available to consumers and internal stakeholders. The successful candidate will demonstrate strong digital literacy, curiosity about emerging technologies and AI-enabled tools, and a passion for developing expertise across Revlon's brands and products.

Key Responsibilities

Consumer Engagement & Support

• Serve as the primary point of contact for consumers across multiple channels, including telephone, email, social media, web forms, and other digital communication platforms.
• Deliver exceptional service by identifying consumer needs, resolving inquiries, and creating positive brand experiences.
• Provide accurate information regarding products, ingredients, claims, usage, availability, promotions, shade selections, sustainability initiatives, and company policies.
• Manage consumer concerns, complaints, and product-related inquiries with professionalism, empathy, and sound judgment.
• Determine appropriate resolutions consistent with company policies, brand standards, and consumer care procedures.
• Process approved consumer accommodations, including refunds, product replacements, gift certificates, and other consumer resolutions.
• Ensure timely and professional follow-up on all consumer inquiries.

French Language & Regulatory Support

• Respond to consumer inquiries and communications in both French and English.
• Support business and regulatory requirements related to French-language consumer communications.
• Assist in the development and maintenance of French-language response templates, FAQs, and consumer-facing communications.
• Partner with Regulatory Affairs, Legal, Quality, and Marketing teams to ensure accuracy and consistency of French-language content.

Knowledge Management & Brand Expertise

• Develop and maintain comprehensive knowledge of Revlon's portfolio of brands, products, ingredients, claims, promotions, and consumer-facing policies.
• Serve as a contributor to the Consumer Information Center knowledge base, ensuring information is accurate, current, compliant, and easily accessible.
• Create, update, and maintain knowledge articles, FAQs, approved response templates, product information summaries, and troubleshooting guides.
• Partner with Regulatory Affairs, R&D, Quality, Marketing, Legal, and Brand teams to ensure consumer-facing information reflects current product offerings, claims, promotions, ingredient changes, and compliance requirements.
• Support the development and maintenance of French-language knowledge base content and consumer communications.
• Identify knowledge gaps, recurring consumer questions, and emerging trends and recommend updates to consumer resources and internal knowledge materials.
• Act as a subject matter resource on assigned brands and product categories, proactively staying informed about new product launches, reformulations, discontinuations, and promotional activities.
• Support continuous improvement initiatives that enhance the quality, accuracy, and effectiveness of consumer care operations.

AI, Digital Tools & Continuous Improvement

• Utilize AI-enabled tools and customer engagement technologies to improve productivity, response quality, and consumer experience.
• Demonstrate curiosity and adaptability in adopting emerging technologies that support consumer care and knowledge management.
• Leverage digital tools and knowledge management systems to efficiently retrieve information and ensure consistent consumer communications.
• Assist in testing, validating, and improving AI-powered consumer support solutions and knowledge repositories.
• Identify opportunities to improve processes, enhance self-service resources, and streamline consumer support workflows.

Documentation, Compliance & Consumer Insights

• Accurately document all consumer interactions, resolutions, product complaints, and feedback within consumer response management systems.
• Ensure records are complete, accurate, and maintained in accordance with company requirements and applicable regulations.
• Adhere to Consumer Information Center procedures and applicable regulatory requirements.
• Escalate product quality complaints, adverse events, and safety-related concerns through appropriate channels.
• Analyze consumer feedback and identify recurring trends, concerns, and opportunities for product or process improvements.
• Support reporting and sharing of consumer insights with cross-functional business partners.
• Create routine and ad hoc reports summarizing consumer contacts, complaint trends, inquiry themes, service activity, and consumer insights to support CIC operations and cross-functional decision-making.

Team Collaboration

• Partner with Quality, Regulatory Affairs, R&D, Marketing, Supply Chain, Legal, and Brand teams to support effective issue resolution and consumer communication.
• Participate in training programs, knowledge-sharing activities, and departmental initiatives.
• Support special projects and other responsibilities as assigned.

Qualifications

Required

• Fluency in French and English, both written and verbal.
• High School Diploma or equivalent.
• Two or more years of customer service, consumer care, contact center, hospitality, retail, or related experience.
• Excellent verbal and written communication skills.
• Strong customer focus and problem-solving abilities.
• Proficiency with Microsoft Office applications and customer management systems.
• Ability to exercise sound judgment and make decisions within established guidelines.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Ability to work effectively both independently and within a team environment.

Preferred

• Experience in cosmetology, beauty, cosmetics, consumer products, healthcare, or other regulated industries.
• Experience supporting consumers through multiple communication channels.
• Experience with CRM, knowledge management, or consumer response platforms.
• Experience using AI-enabled productivity, search, or customer service tools.
• Familiarity with product complaints, quality systems, FDA-regulated environments, or consumer affairs operations.
• Experience creating reports that translate consumer data, complaint trends, and service activity into actionable insights.
• Additional language capabilities are a plus.

Key Competencies

• Consumer Focus
• Bilingual Communication (French/English)
• Brand & Product Knowledge
• Knowledge Management
• AI & Digital Fluency
• Problem Solving & Judgment
• Attention to Detail
• Adaptability & Learning Agility
• Collaboration & Teamwork
• Consumer Insight & Trend Recognition
• Reporting & Data Summarization
• Continuous Improvement
• Professionalism & Accountability

#LI-CG1 #LI-Hybrid

Revlon is unable to sponsor or transfer employment visas for this role; candidates must be legally authorized to work in the United States without current or future visa support.

The base pay range for this position is $42,000.00 - $55,000.00 / year; however base pay offered may vary depending on skills, experience, job-related knowledge, and geographic location. Certain positions may also be eligible for short-term incentives as part of total compensation.

Employees (and their families) are eligible for medical, dental, and vision benefits. Employees are covered by the company-paid basic life insurance policy and company-paid short-term disability insurance (the benefit commences upon hire and allows for a portion of base salary for up to 26 weeks if you are disabled). Other benefits offered to employees include but are not limited to the following: long-term disability, supplemental life insurances, flexible spending accounts, critical illness insurance, group legal, identity theft protection, etc. Employees are also able to enroll in our 401k Retirement Savings Plan.

Employees will also receive 3 weeks of vacation, pro-rated based on date of hire for the 1st year of employment and twelve paid holidays throughout the calendar year. Vacation will depend on role.