Senior Customer Care Advisor

5 months ago

London, United Kingdom Charlotte Tilbury Full time

This role will operate on three different shift patterns, which will rotate weekly to meet the needs of the business. We offer a hybrid style of work, only requiring you to work in the office for 3 days on your core shift.

Early: 8:00 am - 4:30 pm

Core: 9:30 am - 6:00 pm

Late: 11:30 am - 8:00 pm

You will also be required to work 1 in 6 weekends, on a core shift.

**Role Accountabilities**:
Previous experience as a customer service advisor and working across social media platforms such as YouTube, Instagram, Facebook and Twitter are a massive plus. You should be a ‘people person’ with great customer service skills and the ability to effectively moderate online and offline conversations within our community. You are excited to act and communicate with followers as the face and voice of our brand and manage community conversations via all channels.

This role requires the advisor to have an understanding of the brand and products, whilst offering exceptional advice and consultation to customers. You will be reporting directly into the UK Customer Service Manager and work closely with all stakeholders within the business.
- Each team will have 1 Senior Agent to support with more senior level tasks and to deputise in the absence of leadership across all shift patterns (Multiple shift patterns across 7 days don’t have senior/TL coverage) such as evenings, weekends, earlies and ad-hoc times of AL or sickness.
- Each Senior agent will act as the first point of escalation for their team - Handling minor escalations, complaints and triaging any complex problem solving scenarios to TL or Manager.
- The Senior will update the daily task rota with any changes to task assignment, training times and updating any changes to cover throughout the days/weeks.
- Senior will provide daily stat updates to team on slack at start of each shift - morning, midday & evening, with their team & individual productivity targets.
- Senior can act as a buddy & floor walker for new starters in the office and remotely, completing agent job shadowing/reverse shadowing for daily tasks & channel management
- Senior will review templated responses and the help centre on a regular basis to help deflect contacts
- Ensure all enquiries are resolved effectively and in a timely manner, meeting department SLA's
- Provide product information and offer order assistance to help the e-commerce department achieve sales goals
- Work toward daily individual and team goals, supporting the business operating plan
- Process and review website orders and back orders via our ERP system
- Execute customer return requests, issuing appropriate refunds and credit notes and notifying the customer within 48 hours of receipt of goods
- Serve as the brand’s “front lines” for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issues
- Liaise directly with our warehouse to resolve any web order delivery and logistics queries
- Reply and engage with our members on our Social Media channels including Facebook pages, Twitter, Instagram, and YouTube
- Support department in achieving business KPIs including; queries actioned, customer response time, complaints to appreciations
- Coordinate relevant departments to ensure tone of voice and brand consistency across community communications, whilst maintaining exceptional levels of customer service and professionalism

**Reporting Relationships**:

- You will be reporting directly into the UK Customer Service Manager.

**Requirements**:
**Key Selection Criteria**:

- Have experience in a senior advisor role
- Fluent in Spanish, German, French is preferable but not essential
- This role will operate primarily 9AM- 6PM Monday
- Friday however flexibility is required to cover evenings and weekend to meet the needs of the business during busier periods
- Excellent verbal and written communication skills with confidence in your editorial capabilities
- Customer-centric, resilient and passionate about service and systems and fixated on improving the customer experience
- Strong people skills, proactive and self-motivated in responding to customers and followers
- Data-driven and detail obsessed with a passion for solution finding
- Strong interest in the beauty industry and an affinity for all things makeup
- Ability to speak additional language(s) are a plus (French/Spanish), but not required
- Understanding and commercial awareness of the total supply chain including supply and demand planning.
- Able to demonstrate examples of building and improving customer relationships
- Passionate about social media and experience working across a variety of brand platforms

**About the Charlotte Tilbury Brand**

Charlotte Tilbury understands the power of beauty like no-one else. With over 25 years at the forefront of the makeup industry working with the world’s A-list models, celebrities and designers, Charlotte has poured her best-kept secrets into an edited but ‘all

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