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Job description

Customer Care Consultant

25 hours per week (Monday – Friday 18:00-23:00)

SUMMARY

To answer all inbound calls across all channels. To make bookings, place orders, deal with enquiries, complaints, reactions and make effective product and treatment recommendations by phone, live chat and email. To delivery an excellent service to our customers

Essential Responsibilities

· To answer all calls, to live chat and emails within the agreed timescales.

· To ensure all calls, live chats, emails and bookings are made accurately. To ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution.

· To perform online and offline lifestyle consultations according to customer requirements.

· Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.

· Make outgoing calls when requested to customers including spa booking confirmations.

· To educate oneself with updated product information, details of promotions and offers and actively participate in coaching and training sessions.

· Upsell and cross sell to the advantage of the company and the client.

· Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and escalate where necessary.

· Actively record internal notes on all systems.

· Action, log and record product reactions following company procedures.

· Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms.

· To ensure that all GDPR and Data protection is followed.

Sustainability Responsibility

· Ensure all duties carried out and actions completed in every aspect of your role, contribute to the short and long-term Sustainability Goals set-forth by the ELEMIS - Climate, Biodiversity & People Pillars

Qualifications & Characteristics

· GCSEs in Maths and English grades A-C or equivalent

· NVQ in Beauty/Customer Care preferred

· Previous Experience and Knowledge:

• Contact/call centre experience preferred

· Excellent use of the English language

• Good customer service skills in a similar role an advantage
• Elemis treatment and product knowledge*
• Knowledge of the Elemis Company philosophy*
• Retail/Sales experience an advantage
• Good administrational skills
• General computer literacy and knowledge of office equipment
• Good numerical skills

*Training provided

Elemis is an equal opportunities employer. This means that, when making decisions about our employees’ careers with us, our main considerations are their ability to do their jobs and develop in their roles. One way we cultivate change is by creating a more diverse and inclusive workplace and organizational culture. As part of this, we are committed to building an environment that is free from discrimination and harassment, where everyone feels respected and valued. We recruit positive minded people who share our core values and our commitment to sustainability.
Office use : Customer care customer advisor remote work #IND2

Job Types: Part-time, Permanent
Part-time hours: 25 per week

Benefits:

• Cycle to work scheme
• Employee discount
• Referral programme

Schedule:

• No weekends

Application question(s):

• This position is for 25 hrs per week, is that suitable for you?
• Are you comfortable working in a remote work model?

Experience:

• Customer service (of any sort): 1 year (required)

Work Location: Remote