Customer Care Representative

Who are we?

EX NIHILO is a Parisian Haute Perfumery House founded in 2013. Inspired by an avant-garde spirit, it collaborates with the finest creative talents. Combining innovation, craftsmanship, and exceptional raw materials, it offers a unique and exclusive olfactory experience.

Its collections and immersive experiences are showcased at its flagships in Paris, Dubai, Los Angeles and Taipei, as well as at the most prestigious retailers worldwide. EX NIHILO is present in around forty countries, with more than 400 points of sale.

We are recruiting!

With the recent entry of L Catterton, the leading global consumer focused investment fund, EX NIHILO has entered a new phase of global acceleration and structure for scale.

To support this rapid expansion and build the foundations of a scalable, resilient, and data-driven organization, we are recruiting a Customer Care Representative.

YOUR MISSION

Reporting to the Digital Manager, you will act as the key contact for EX NIHILO’s B2C clients. As a true ambassador of the Maison, you will handle client requests with elegance, accuracy and empathy, while supporting operational excellence across our ecosystem.

You will be the dedicated owner of the Customer Care scope and will work closely with internal teams and external partners to improve processes, services and client satisfaction in a context of international expansion.

KEY RESPONSIBILITIES

Customer Care & Client Relationship

• Respond to client enquiries by email and through available customer care channels.
• Support clients throughout their purchase journey, from product discovery to after-sales assistance.
• Provide personalized fragrance advice and product recommendations in line with the Maison’s tone of voice.
• Handle order follow-up, delivery questions and client requests with precision and care.
• Manage complaints, returns, refunds, and exchanges with professionalism, empathy, and efficiency.
• Ensure every interaction reflects EX NIHILO’s standards of service, luxury and attention to detail.

E-commerce Operations & Stock Follow-up

• Monitor and support the operational processing of B2C orders.
• Identify and follow up on order, payment or delivery anomalies.
• Coordinate with internal teams and external partners on logistics and operational issues.
• Contribute to stock follow-up for the e-commerce activity, including availability checks and operational alerts.
• Identify recurring frictions in the client journey and suggest corrective actions.
• Support the continuous improvement of customer care and B2C processes.

Customer Experience Projects

• Participate in the launch and development of new client contact channels, including live chat and phoning.
• Contribute to the Customer Care set-up linked to worldwide B2C development.
• Coordinate selected projects with external service providers and internal stakeholders.
• Support the implementation of new tools, workflows, and processes designed to improve client experience.
• Share client feedback and operational insights to help prioritize improvements.

CRM & Voice of the Client

• Collaborate with the Digital and CRM teams to escalate client feedback and recurring pain points.
• Help identify opportunities to improve client retention, reassurance and loyalty.
• Contribute to a more seamless digital client journey through qualitative feedback and operational insights.

What profile are we looking for?

PROFILE

• Higher education degree in business, digital, communication, luxury management
• Previous experience in Customer Care, Customer Experience, or e-commerce operations.
• Exposure to luxury, beauty, fragrance or premium retail environments is highly appreciated.
• Excellent written and spoken French and English are required.
• Strong interest in digital commerce, client experience and international development.

TOOLS

• Shopify
• Zendesk
• Klaviyo
• Microsoft Office

KEY QUALITIES

• Premium client-service mindset
• Empathy, diplomacy and emotional intelligence
• Autonomy and sense of responsibility
• Attention to detail and problem-solving mindset
• Excellent written communication skills
• Strong organisation, rigour and follow-through
• Ability to manage several topics at the same time
• Sensitivity to luxury, fragrance and brand image

WHY JOIN US?

Join an entrepreneurial luxury House with a strong international footprint and ambitious growth plans. This is a unique opportunity to lead the evolution of EX NIHILO’s information systems, drive operational transformation across the Group and play a key role in supporting its next phase of international growth.