Customer Care Consultant - Evenings (Mat cover)

ELEMIS; United Kingdom; On-site; GBP 80,000 - 100,000; Full time

Job description

Customer Care Consultant - Evenings (Mat cover)

Join us to apply for the Customer Care Consultant - Evenings (Mat cover) role at ELEMIS.

Get AI-powered advice on this job and more exclusive features.

Description

To answer all inbound calls across all channels, make bookings, place orders, handle enquiries, complaints, reactions, and provide effective product and treatment recommendations via phone, live chat, and email. To deliver excellent service to our customers.

Department:

Customer Care

Location:

Office, Avonmouth/Filton

Compensation:

£12.60 / hour

Contract type:

Fixed term contract - 8 months

Weekly hours:

25 hours - 5 days a week, from 6 pm to 11 pm

Key Responsibilities:

• Answer all calls, live chats, and emails within the agreed timescales.
• Ensure accuracy in all calls, live chats, emails, and bookings. Turn around orders, enquiries, and complaints within 24-48 hours, striving for first-time resolution.
• Perform online and offline lifestyle consultations based on customer requirements.
• Make effective product and treatment recommendations to encourage purchases and bookings.
• Make outgoing calls to customers, including spa booking confirmations.
• Stay updated with product information, promotions, and offers; participate in coaching and training sessions.
• Upsell and cross-sell to benefit the company and clients.
• Follow policies and procedures accurately; escalate issues when necessary.
• Record internal notes on all systems.
• Log and record product reactions following company procedures.
• Coordinate with courier companies regarding delivery queries and process necessary paperwork.
• Ensure GDPR and Data Protection compliance.

Sustainability Responsibility

• Contribute to ELEMIS's Sustainability Goals related to Climate, Biodiversity, and People Pillars in all role aspects.

Skills, Knowledge, and Expertise:

• Experience in contact/call centres preferred.
• Excellent command of English.
• Good customer service skills; experience in similar roles advantageous.
• Knowledge of Elemis treatments and products.
• Understanding of Elemis company philosophy.
• Retail/Sales experience advantageous.
• Strong administrative skills.
• Computer literacy and familiarity with office equipment.
• Good numerical skills.

Benefits:

• Generous staff discounts on products and spa treatments, plus discounts on L'OCCITANE Group brands.
• Well-being policies including enhanced maternity and paternity leave, income protection, life assurance, etc.
• Holiday allowance increases with service length.
• Company pension scheme.
• Bonus/commission scheme.
• Healthcare Cash Plan with dental coverage.
• Employee Assistance Programme.
• Cycle to Work Scheme, Season Ticket Loan, and Service Awards.
• And much more!

*Some benefits depend on length of service or contract type.

Additional Details:

• Seniority level: Executive
• Employment type: Contract
• Job function: Other
• Industries: Cosmetics

Referrals can double your chances of interview at ELEMIS.

Set up job alerts for similar roles.

Location: City Of London, England, UK (4 weeks ago)