Customer Care Consultant - Day/Evenings - Remote 37 hours
ELEMIS
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Benefits offered by this job
Job summary
ELEMIS is recruiting a Customer Care Consultant for a home-based evening role in Filton. You will provide luxury service across calls, email and live chat, guiding customers to find the right skincare, booking treatments, processing orders and resolving enquiries to uphold our premium brand values.
The role runs 37 hours per week, Monday to Friday 3:00pm–11:00pm, with occasional weekend cover. You will build relationships, upsell where appropriate and maintain GDPR compliance while representing
Qualifications
- Contact/call centre experience preferred.
- Excellent use of the English language.
- Good customer service skills in a similar role an advantage.
- Retail/Sales experience an advantage.
- Good administrational skills.
- General computer literacy and knowledge of office equipment.
- Good numerical skills.
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 escal 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
Job description
Are you passionate about skincare and delivering exceptional customer experiences? Join ELEMIS, the No.1 British skincare brand, as a Customer Care Consultant and become part of a team dedicated to creating meaningful connections with our customers every day.
As the voice of ELEMIS, you'll provide a luxury service across multiple channels including phone, email, and live chat. Whether you're helping customers discover their perfect skincare routine, booking treatments, processing orders, resolving enquiries, or finding solutions to issues, you'll ensure every interaction reflects our premium brand values and commitment to customer happiness.
Customer Care
Permanent - Full Time
Office, Filton
Michelle Clark
Are you passionate about skincare and delivering exceptional customer experiences? Join ELEMIS, the No.1 British skincare brand, as a Customer Care Consultant and become part of a team dedicated to creating meaningful connections with our customers every day.
As the voice of ELEMIS, you'll provide a luxury service across multiple channels including phone, email, and live chat. Whether you're helping customers discover their perfect skincare routine, booking treatments, processing orders, resolving enquiries, or finding solutions to issues, you'll ensure every interaction reflects our premium brand values and commitment to customer happiness.
This is a home-based evening role, working 37 hours per week, Monday to Friday, with shifts between 3:00pm and 11:00pm (with occasional weekend cover when required).
If you thrive in a customer-focused environment, love building relationships, and want to be part of an iconic beauty brand, we'd love to hear from you. At ELEMIS, every conversation is an opportunity to make someone's day and help them feel confident in their skin.
- 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 escal 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.
- Contact/call centre experience preferred
- Excellent use of the English language
- Good customer service skills in a similar role an advantage
- Retail/Sales experience an advantage
- Good administrational skills
- General computer literacy and knowledge of office equipment
- Good numerical skills
- 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
- 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
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