Customer Care Consultant

Department: Customer Care

Location: Office, Avonmouth/Filton

Description

Please Note:

The start date is either the 23rd of September or the 21st of October 2024. The contract will end on December 31st, 2024.

You need to be able to commute to the Avonmouth office 3 days a week. You will be on a shift rota between 9 and 6.30 pm each week.

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

Key Responsibilities

• To answer all calls, live chat, and emails within the agreed timescales.
• To ensure all calls, live chats, emails, and bookings are made accurately. Ensure that any orders, bookings, inquiries, 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, and 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 deal with all inquiries adequately 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.
  
  

Skills, Knowledge & Expertise

• GCSEs in Maths and English grades A-C or equivalent
• NVQ in Beauty/Customer Care preferred
• Contact/call center experience preferred
• Excellent use of the English language
• Good customer service skills in a similar role are 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
  
  

Job Benefits

• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
• Generous Holiday Allowance, increasing with length of service
• Company Pension Scheme
• Bonus/Commission Scheme
• Healthcare Cash Plan (with Dental)
• Private Medical Insurance
• Employee Assistance Programme for all Associates and their families
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
• Much, much more!
• Some benefit eligibility is based on length of service or contract type