Customer Service Advisors, Cult Beauty

Customer Service Advisors, Cult Beauty

Job Overview

Location
London, England
Job Type
Full Time Job
Job ID
359
Date Posted
1 year ago
Recruiter
Marina James
Job Views
858

Job Description

Online Customer Service Advisor

We are looking for positive and solution orientated Customer Service Advisors who are passionate about providing a world class service to our customers!  We have both fixed-term-contracts and permanent opportunities, the role can be worked remotely or from our warehouse in NW10.

Who you are

We are on the look out for Fixed Term Contract Customer Service Advisors to help strengthen our team ! You will need to be fully flexible, happy to work weekends and possibly extended hours, depending on the needs of our customers.

Positive, energetic and enthusiastic are words which best describe you.  A problem solver and recognised for your use of initiative and proactive approach, you are motivated to find a solution to any query, feedback or problem. You recognise what makes excellent customer experience and have the ambition to deliver outstanding service.  

We are looking for people who truly care that customers on the other end of the phone, email or chat receives a fantastic first impression and an extraordinary experience in response to their contact. This position has the opportunity to be worked remotely, or from our DC location in London, NW10 however you will be required to attend 3 days on-boarding in person at our DC and to be flexible on attendance to the DC for team meetings and training.

What you will be doing

  • The eyes, ears and mouth of Cult Beauty you will interact with customers across email, telephone, social media & live-chat.
  • Accurately answer customer queries in a friendly, empathetic, helpful and efficient manner.
  • Take ownership for customer contacts to anticipate their needs and to resolve their issues.
  • Liaise with external third parties and internal warehouse teams to provide solutions.
  • Escalate technical errors and negative customer feedback.
  • Advocate brand values and share expert product knowledge.
  • Deliver world-class customer service and contribute to the achievement of department SLAs.
  • Administrative tasks across a range of digital systems including Magento, order management and customer service ticket platform.
  • Adhere to GDPR ways of working.
  • Actively participate in team huddles and training sessions.
  • Follow standard operating procedures, Cult Beauty policies and processes.
  • Commit to self-development and improving specialist knowledge in order to deliver a seamless customer experience.
  • Additional duties as directed by Customer Service Team Leaders. 

Examples of customer contacts you can expect to resolve

  • Where is my order?
  • Missing orders, incorrect items received, damaged deliveries
  • Assistance returning item(s) or an order
  • Account queries and changes to marketing preferences
  • Unable to sign-in or trouble at checkout
  • Technical difficulties

 

Must haves

  • Passion for delivering world class customer service.
  • Able to navigate Windows PC and Microsoft packages including Excel, Word, and Outlook. 
  • Excellent verbal and written communication skills.
  • Fluent English language; articulate with brilliant spelling and grammar.
  • Demonstrable examples of solving problems and using initiative.
  • Outstanding team-player; positive, reliable and able to work collaboratively.
  • Flexible and adaptable with the ability to empathise with disappointed customers.
  • Demonstrate the ability to become a subject matter expert in systems, processes and policies.
  • Sustained record of time-keeping and attendance.
  • If working remotely, you must have a strong internet connection. 
  • UK Resident
  • Over 18 years of age 

Nice to have

  • Experience in a customer service role
  • Knowledge of the Beauty Industry
  • Understanding of eCommerce customer journey
  • Additional language(s)

Our Customer Service team operates Monday – Sunday on a shift pattern, 8am-8pm with a possibility of working extended hours during busy periods.

We are always on the look out to expand our team with passionate advisors so if you make a good impression we have both fixed term and permanent opportunities available.

Cult Beauty is an equal opportunities employer, committed to hiring and developing the best talent. Hiring decisions are made solely on the basis of qualifications, skills or experience and as they relate to the particular role.   

If you need us to make any adjustments to our application or interview processes for you to be at your best, please email us at careers@cultbeauty.co.uk.  

What we offer in return

  • Health Insurance
  • Life Insurance 
  • Cycle to Work Scheme
  • Pension Contributions 
  • Enhanced Maternity pay
  • Enchanced Paternity pay
  • Flexible and Remote working options 
  • Annual wellbeing day 
  • Excellent discount from the Cult Beauty website!

 

Cult Beauty is an equal opportunities employer, committed to hiring and developing the best talent. Hiring decisions are made solely on the basis of qualifications, skills or experience and as they relate to the particular role. If you need us to make any adjustments to our application or interview processes for you to be at your best, please email us at careers@cultbeauty.co.uk.

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