Customer Services Assistant

The Perfume Shop; High Wycombe; Hybrid; GBP 21,000 - 23,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

The Perfume Shop is seeking a Customer Service Assistant on a 3-month fixed term contract at our Head Office to support the Customer team during a busy period.

You will help turn customer concerns into positive experiences by responding to escalated queries from our outsourced partner and by managing reviews across platforms like Trustpilot and Google, while upholding our brand tone of voice. Hybrid working includes 3 days in the office and 2 days off-site.

Qualifications

• Experience in an administrative or customer service support role.
• Strong organisation skills with the ability to manage multiple tasks.
• Excellent attention to detail and a process-driven approach.
• Clear and confident communication, both written and verbal.

Responsibilities

• Respond to customer queries escalated by our outsourced partner, resolving issues with empathy and care.
• Manage customer reviews on Trustpilot and Google, aligning responses with our brand tone.
• Own customer complaints and service recovery to turn negative experiences into positive outcomes.
• Collaborate with internal teams to gather information and assist resolution of issues.

Skills

Customer service experience

Organisational skills

Attention to detail

Communication skills

Microsoft Office

Data tracking

Tools

Excel

Job description

We’re looking for a fabulous Customer Service Assistant to join our team on a 3-month fixed term contract at our Head Office, supporting our Customer team during a busy period.

In this role, you will help turn customer concerns into positive experiences by responding to escalated customer queries from our outsourced customer service partner, as well as managing customer reviews across platforms such as Trustpilot.

This is an ideal opportunity for someone who enjoys helping people, solving problems, and delivering excellent customer service. The role focuses on customer recovery, building trust, and creating positive outcomes that encourage customers to shop with us again.

What you’ll do

• Responding to customer queries escalated by our outsourced customer service partner, ensuring issues are resolved with empathy, professionalism and care.
• Managing customer reviews on platforms such as Trustpilot and Google, responding in line with our brand tone of voice and looking for opportunities to improve customer sentiment.
• Taking ownership of customer complaints and service recovery cases, aiming to turn negative experiences into positive outcomes.
• Working with internal teams to gather information and support the resolution of customer issues.

What you’ll bring

• Experience in an administrative or customer service support role
• Strong organisation skills, with the ability to manage and prioritise multiple tasks effectively.
• Excellent attention to detail and a structured, process-driven approach.
• Clear and confident communication skills, both written and verbal.
• A proactive, solutions-focused mindset, with the ability to take ownership and see tasks through to completion.
• Good Microsoft Office skills, particularly Excel.
• Experience working with data, trackers or workflows would be beneficial.
• Experience with third-party providers, delivery processes or logistics-related customer issues would be an advantage.

What you’ll gain

• Experience working in a fast-paced Head Office environment.
• Exposure to cross-functional working with internal teams and external delivery partners.
• The opportunity to build key administrative, customer service and process management skills.
• A supportive, down-to-earth team environment.
• Hybrid working, with 3 days in the office and 2 days off-site.

“We’re a sociable bunch of down-to-earth people, who enjoy our work and each other’s company”

The Perfume Shop is an equal opportunity employer that is committed to supporting diversity and inclusion within our work environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.