customer relations London, England
Job description
Customer Service Administrator
Beauty Industry
If you have a passion to work in the beauty industry, this could be the job for you.
We are looking for a highly professional, customer centric, Customer Service Administrator to join our expanding Ecommerce Team.
If you are looking to challenge yourself in a fast paced,and have a passion for a luxury Customer Service environment then this is the job for you.
Customer Service Administrator
Beauty Industry
Your role will play a key role in creating a complete 360 Digital Experience, ensuring the customer has an exceptional experience for the duration of their online journey.
The role is varied and will require excellent communication skills, a real passion for assisting people, with the ability to remain professional at all times and developing and cultivating strong relationships with our customers.
You will be responsible for answering calls, live chat as well as managing Social Media queries and WhatsApp, as well as liaising with the warehouse and Ecommerce Team regarding all order and delivery questions. You will also provide exceptional customer care and expert beauty care to provide detailed insights into our Iconic products.
Customer Service Administrator
Beauty Industry
A key responsibility will be to ensure that the customer experience is optimised and in maintaining the brands identity, as well as providing exceptional After-Care.
- Ongoing management of the Salesforce Customer Service Cloud, ensuring all emails are categorised and processed within a timely and professional manner
- Providing an exceptional customer experience during beauty consultations for product recommendations or queries, through multiple channels (Live Chat, Email, Phone and Video Consultation)
- Cultivating our VIP Clientele to enhance their online experience and improve retention rates
- Monitoring delivery complaints or queries and offering satisfactory and timely resolutions
- Liaising with the Warehouse for outstanding orders, collating the relevant information across multiple systems
- Resolving all failed deliveries in a concise fashion, to ensure customers receive their orders within the expected timeframe
- Resolving blocked orders within the Warehouse system
- Answering queries of an immediate nature (Email, Phone, Social Media)
- Dealing with onsite queries, such as the Loyalty Program and redeeming Points or failed Payments
- Actioning Refunds in a timely manner
- Processing Orders via the Telephone or Live Chat
- Providing Support for the Masterclass Team, presenting products and answering queries
- Monitoring engagement and replying to customer interaction on Facebook
- Acting as an escalation point for customer complaints and resolving any issues
- Responding to instore complaints and escalating to the relevant retailer to resolve any issues
- Management of Review Platform, accepting reviews and challenging negative reviews to improve Customer Satisfaction Scores
- Management of Loyalty Points, adding / removing points dependent on customer activity
- Instore Loyalty Redemptions, management of product redemptions for SMILE profiles
Job Types: Full-time, Permanent
Salary: £22,000.00-£23,000.00 per year
Benefits:
- Company events
- Company pension
- Gym membership
Schedule:
- Day shift
- Monday to Friday
- No weekends
Work Location: In person
