- Location
- Paris Île-de-France France
- Employment
- Internship
- Seniority
- Entry-Level
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Nov 2, 2026
The Consumer Care Assistant joins Shiseido’s E-Business Team EMEA, reporting to the Consumer Service Manager EMEA and supporting seven group brands across DTC and non-DTC activities. The role is an apprenticeship starting in September 2026, with responsibilities split between internal-website consumer service (65%) and day-to-day support for the EMEA DTC consumer service team (35%).
Role & Responsibilities
- Respond daily by email to EU consumers’ and employees’ enquiries, including during special annual operations such as Friends & Family events, exceptional sales and external partnerships.
- Support the preparation of each sale and take part in testing to identify potential issues proactively.
- Monitor activity by analysing contact reasons and gathering post-operation survey results, sharing relevant insights with internal stakeholders in e-commerce, IT and supply.
- Raise alerts for incidents affecting the internal website and closely track technical or supply-side incidents.
- Adapt consumer service materials, including procedure manuals and reply templates, as needed for the activity.
- Contribute to key projects and improvements related to the internal website.
- Support the management of the external consumer service provider operating across the brands, including briefing its agents on operational topics such as product launches, stock information and delivery issues.
- Closely monitor product-related enquiries and share relevant insights for each brand monthly.
- Prepare knowledge quizzes conducted at random and after training sessions, and closely monitor agent performance across different indicators.
- Support the management of escalated enquiries and provide operational backup for teams.
- Contribute to the run phase of consumer service projects, including updating FAQ articles and knowledge-base content.
- Benchmark consumer service trends and share best practices.
Qualifications
- Minimum Bac + 3.
- Excellent communication skills and readiness to work in an international environment.
- Fluency in French and English.
- Consumer- and solution-centric mindset.
- Sensitivity to working in the digital and cosmetics industries.
- A first experience in consumer service is a plus.
- Perfect knowledge of Office Pack.
- Careful and attentive to detail.
- Empathy and common sense.
- Solution-oriented.
Skills
Experience
A first experience in consumer service is a plus.
Education
Minimum Bac + 3.
Workplace
The successful candidate will be located in Paris, Île-de-France, France.
Explore jobs in Île-de-France or in France.
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 Shiseido, 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 Service Assistant», «Consumer Support Assistant», «Customer Care Associate», «Consumer Relations Assistant», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.