Customer Experience Specialist

Tropic Skincare; Croydon; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A rapidly growing beauty business, Tropic Skincare, seeks a Customer Experience Specialist. This role involves enhancing customer interactions and support through various communication channels, ensuring satisfaction and resolving issues effectively while maintaining strong relationships. The position is full-time with hybrid work options and offers a range of generous benefits, reflecting the company's commitment to sustainability and community empowerment.

Benefits

Generous annual leave

Well-being support

Discounted gym membership

Pension scheme

Enhanced maternity/paternity leave

Exclusive skincare collection

% discount for family and friends

Annual product allowance

Free breakfast bar

Access to retailer discounts

Qualifications

• Proven track record in customer support.
• Exceptional communication abilities for building relationships.
• Proactive problem solver excited by challenges.

Responsibilities

• Resolve all customer and ambassador queries via multiple channels.
• Collaborate with departments to obtain product information.
• Record data and manage administrative tasks related to service.

Skills

Communication

Problem Solving

Organisational Skills

Education

Previous administrative experience

Tools

Zendesk

Job description

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Job Title: Customer Experience Specialist (Known internally as Customer Experience Operative)

Reports to: Head of Ambassador and Customer Experience

Location: Croydon/ Hybrid - days a week in the office

About the Role

Are you a communication maestro with a zest for skincare and beauty? Do you thrive on delivering stellar customer service every time? If yes, you might just be the perfect fit for our dynamic Ambassador and Customer Experience team at Tropic Skincare!

As a dedicated Customer Experience Specialist, you'll be the heartbeat of our Ambassador and customer interactions. This role is all about ensuring every conversation sparkles with friendliness and helpfulness, whether it's over the phone, through emails, or any other communication channel. You’ll be the go-to guru for advice on our % organic skincare products, assisting with returns, refunds, and ensuring every issue is resolved with a smile.

Key Responsibilities

• Resolve all Customer and Ambassador queries, including complaints, via chat, email, phone, and social media.
• Be excited by the prospect of helping over , Tropic Ambassadors run their own beauty businesses, some of whom will start to feel like friends!
• Communicate courteously and provide customers with help and advice by telephone, email, and chat.
• Collaborate with various departments to seek further product information to resolve queries.
• Stay updated with any changes made to Tropic’s products.
• Record relevant data and statistics into Excel spreadsheets.
• Manage varied departmental administration, including completing spreadsheets and processing returns, refunds, and exchanges.

What We're Looking For

• A proven track record in customer support.
• A natural people person with superb communication skills, capable of building lasting relationships.
• A proactive problem solver, always ready to tackle new challenges and contribute fresh ideas.
• Exceptional organisational skills, comfortable managing time-sensitive tasks.
• Familiarity with Zendesk is a plus; however, a willingness to learn is essential.
• Previous administrative experience and the ability to work to tight deadlines.
• Passionate about being part of a team committed to sustainability and natural beauty.

What We Offer

• Employment type: This is a full-time position on a rota pattern. You'll work weekdays from am to pm one week and then am to pm the next. At least one weekend shift every month.
• Where we're located: Tropic HQ is a short walk from Beddington Lane Tram stop, which is connected to East Croydon and Wimbledon.
• Hybrid working: We offer flexible working with days a week office-based and work from home days.
• Benefits: Generous annual leave, / well-being support, discounted gym membership, pension scheme, enhanced maternity/paternity leave (available after a qualifying period), exclusive skincare collection, % discount for family and friends, annual product allowance, free breakfast bar, access to retailer discounts, social events, well-being treats, on-site parking, and a cycle to work scheme.
  

About Tropic

Susie, our Founder and CEO, started Tropic Skincare as a teenager, selling homemade body scrubs at Greenwich Market to help her mum pay the bills. She sold out on her first day and the incredible response made her realise she had started something quite special.

We still sell that iconic body scrub, and it sits alongside an extensive range of award-winning skincare and beauty products that have made us one of the UK’s fastest-growing beauty businesses. Our brand is certified vegan, cruelty-free and CarbonNeutral, and our infinite purpose is to create a healthier, greener, more empowered world. And that’s where you come in!

We’re looking for creative and ambitious people who share our vision and get excited about beauty that’s both innovative and sustainable. If you’re passionate about skincare and have a genuine desire to empower communities across the globe, you could be a great fit.

Apply now if you’re ready to join a vibrant team who believe beauty knows no bounds!

Tropic's Commitment to Equal Opportunities

Our team is as diverse as it is talented because at Tropic, we go the extra mile to cultivate a culture of respect and belonging. We value every candidate, respect protected characteristics and never discriminate. We also provide reasonable accommodations for applicants with disabilities at every stage of the hiring process, so if this is something you need, please let our recruitment team know at the earliest opportunity!

Ultimately, the most important thing for us is hiring the best person for the job, so we focus on skills, experience, and qualifications to ensure our process is fair and that our candidates always have a great experience with Tropic.