Customer Care Consultant

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Respond to calls, live chats, and emails within specified timeframes.

• Ensure that calls, live chats, emails, and bookings are processed accurately.

• Address orders, bookings, inquiries, and complaints within 24 to 48 hours, aiming for first-contact resolution.

• Conduct both online and offline lifestyle consultations tailored to customer needs.

• Provide effective recommendations for products and treatments.

• Make outbound calls to customers, including confirmations for spa bookings.

• Keep abreast of product knowledge and updates on promotions and offers.

• Engage in coaching and training sessions.

• Promote and sell additional products and treatments.

• Adhere to company policies and procedures, resolving or escalating inquiries as needed.

• Document internal notes across all systems.

• Handle, log, and record customer product reactions in accordance with company protocols.

• Liaise with courier services regarding delivery questions and manage necessary paperwork.

• Comply with GDPR and data protection regulations.

⛳️ Requirements

• Prior experience in a contact or call center is preferred.

• Proficient use of the English language is essential.

• Strong customer service skills in a comparable role are advantageous.

• Experience in retail or sales is a plus.

• Strong administrative skills are required.

• General computer proficiency and familiarity with office equipment are necessary.

• Good numerical skills are essential.

• Availability to work 37 hours per week, Monday to Friday, with shifts scheduled between 3:00 PM and 11:00 PM, and occasional weekend coverage as needed.

🏝️ Benefits

• Generous staff discount on all your favorite ELEMIS products and spa treatments, along with discounts on L'OCCITANE Group products (including L'Occitane, Erborian, and more).

• Excellent well-being policies, including enhanced maternity and paternity leave, income protection, life assurance, and more.

• Generous holiday allowance that increases with length of service.

• Company pension scheme.

• Commission scheme.

• Healthcare cash plan (including dental coverage).

• Private medical insurance.

• Employee Assistance Programme available for all associates and their families.

• Cycle to Work Scheme, season ticket loan, and length of service awards.

• Much, much more!

• Some benefits eligibility is contingent upon length of service or contract type.