Customer Service Specialist

Escentric Molecules; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established niche fragrance brand is on the lookout for a passionate Customer Service Specialist. This role is perfect for someone who thrives in luxury retail and is dedicated to providing exceptional customer care. You will be an integral part of a small team, responsible for delivering high-quality support and personalized solutions while managing customer interactions across various channels. With a flexible approach and a positive demeanor, you'll contribute to a consistently outstanding brand experience. This is a fantastic opportunity to grow your career within a dynamic and creative environment that values your input and expertise.

Benefits

25 days annual leave

Matched pension contributions up to 8%

BUPA private medical insurance

Life insurance

Product allowance

Qualifications

• Experience in high-quality customer service is essential.
• Excellent communication skills and resilience in handling complaints.

Responsibilities

• Uphold standards for excellent customer service with each interaction.
• Provide tailored solutions to customer enquiries and issues.

Skills

Customer Service

Luxury Retail Experience

E-Commerce Knowledge

Communication Skills

Problem Solving

Tools

Microsoft Office

Zendesk

Shopify

Job description

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Escentric Molecules is a well-established, privately owned niche fragrance brand with a cult following for almost 20 years. The brand founded by Geza Schoen (perfume nose) and Paul White (creative director) consists of a relatively small team based in London and Berlin with an entrepreneurial, passionate and creative culture.

We are seeking a highly skilled Customer Service Specialist

We are seeking a passionate Customer Service Specialist, with experience in luxury retail, who lives and breathes exceptional customer care.

Your primary objective is to uphold the standards for excellent customer service, driving a consistent brand experience with each and every interaction a consumer has with the brand, whether the customer is just setting out on their journey of discovery or are loyal fans of the brand.

As an integral member of a small team, the Customer Services Specialist position provides high quality proactive support and assistance to customer enquiries and issues, strives to provide tailored solutions that have the best interests of both the customer and the business at heart, and uses feedback to continuously refine and develop the customer experience. In addition, the position will provide proactive office services and support for the team, as and when needed. As the business evolves, so will the role.

Key Experience & Skills:

• Experience in high quality, attentive, responsive Customer Service is essential.
• Luxury Retail, E-Commerce, Fragrance and or Niche Industry experience is desirable.
• Excellent computer skills, particularly in Microsoft Office applications, are required; experience working with Zendesk and Shopify would be compatible with our current systems.
• Experience of supporting customers across multiple channels, including email, telephone, live chat and social media to assist with pre and post purchase needs, such as order and returns management, providing expert product advice and engaging directly with feedback.

You will possess solid confidence in decision-making and judgment and excellent communication skills.

• A strong sense of resilience and enthusiasm for resolving customer complaints and handling difficult conversations professionally.
• A confident ability to manage multiple enquiries efficiently in line with response and resolution time targets; balancing your understanding of guiding policies with treating every customer as an individual and listening to their needs.
• Precision and integrity in handling customer data, refund processes and discretionary decisions to resolve customer enquiries effectively.
• A genuine spirit of positivity in offering assistance and assured product knowledge to help customers make informed purchasing decisions with thoughtful personalisation and attention to detail.
• A flexible, collegiate approach “can do, will do” attitude and cheerful, positive demeanour.

Location

This position will be largely based in the global head office in Kentish Town (zone 2), north-west London. We also are happy to consider hybrid working from home up to two days a week.

Escentric Molecules presents an exceptional opportunity for the successful candidate to develop their career within a rapidly growing global business based on an established reputation for luxury.

You will receive a competitive salary and a generous benefits package, including 25 days annual leave; matched pension contributions up to 8% of salary; BUPA private medical insurance; life insurance and product allowance.

Apply

If you would like to apply, please submit your CV, a link to your LinkedIn profile and provide an answer, in under 200 words, to the question, ‘What interests you most about this role?’ to [e-mail] no later than Wednesday 5th March. Successful candidates will be shortlisted for an initial online interview.

Seniority level

• Entry level

Employment type

• Full-time
• Industries Retail