Customer Care Executive

Veblen International; London; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

An innovative beauty brand in London is seeking a Customer Care Executive to enhance customer experiences. This role involves responding to customer queries via email and social media, managing return processes, and collaborating across teams. The ideal candidate has customer service experience, strong communication skills, and familiarity with platforms like Shopify. This position offers remote work options, ensuring a flexible and supportive environment for professionals passionate about the beauty industry.

Qualifications

• Proven experience in customer service or consumer experience management.
• Excellent written and verbal communication skills.
• Detail-oriented with effective problem-solving abilities.

Responsibilities

• Act as the frontline contact for customer enquiries across email and social media.
• Manage the return and exchange processes, coordinating with logistics.
• Collaborate with Operations and Supply Chain teams.

Skills

Customer service experience

Communication skills

Problem-solving abilities

Detail-oriented

Tools

Shopify

Job description

We are currently recruiting for a dynamic and fast-growing beauty brand based in the UK. We’re looking for a passionate and experienced professional to join their team as a Customer Care Executive, offering remote work within the UK. This is an exciting opportunity to become part of an award-winning business revolutionising the haircare industry.

They are one of the fastest-growing hair and beauty brands in the UK, offering cruelty-free, innovative haircare products designed to transform hair health. In just over two years, the company has been featured on the Sunday Times and has won ‘Best New Brand’ and ‘Best New Product’. With a strong focus on customer-first values and continuous growth, the brand is reshaping the beauty industry from the inside out.

As a Customer Care Executive, you will be the first point of contact for customers across email and social media platforms. Reporting to the Head of Operations, your role will be key in ensuring exceptional customer experiences, handling queries with empathy and efficiency, and working cross-functionally with operations and marketing teams to drive satisfaction and loyalty.

RESPONSIBILITIES

Act as the frontline contact for customer enquiries across email and social media (including Instagram and TikTok) with prompt and empathetic support.
Offer personalised product guidance based on customers’ haircare needs.
Manage the return and exchange processes, coordinating with logistics to ensure smooth resolutions.
Handle claims for lost or damaged shipments and ensure timely solutions.
Collaborate with the Operations and Supply Chain teams to monitor order fulfilment and ensure delivery excellence.
Share customer insights and feedback with the Marketing team to enhance the post-purchase experience.

EXPERIENCE REQUIREMENTS

Proven experience in customer service or consumer experience management, ideally in e-commerce or consumer goods.
Excellent written and verbal communication with a strong customer-centric mindset.
Detail-oriented with effective problem-solving abilities.
Comfortable working independently and within collaborative environments.
Proficiency in customer support tools and platforms such as Shopify (or similar systems).

If this sounds something of interest, please apply now!