Customer Service Associate and Tiktok Assistant

Are you a great people person and love social media? Are you experienced and thrive within a Customer Service environment? Do you want to join a fun and supportive team? We want to hear from you

This is a very exciting opportunity to work for an award-winning business and the UK’s Number 1 online retailer for premium fibre hair extensions

LullaBellz is an established Hair and Beauty Ecommerce Company with significant plans to accelerate growth. To cope with our ever-increasing volume of orders and provide incredible service to our customers, we’re looking to recruit an amazing full-time Customer Service Associate to answer all customer enquiries and positively represent the LullaBellz brand.

Alongside the core role of customer service, we’re looking for a someone to work with our Social and TikTok Executive to create trending videos to keep in line with brand tone of voice and target all our customer personas. You will also host and participate in engaging TikTok Live sessions, showcasing products, answering questions, and fostering interaction with our audience.

**What will you be doing?**

**Customer Service**:
Create an effortless service using genuine empathy and take responsibility for investigating and owning the customer’s case from initial contact through to resolution.
- Support existing customers and potential customers by resolving issues as they arrive, improving the overall customer journey and by generating customer loyalty though exceptional online customer service.
- Must be confident with customer service and communication over the telephone and video call function to ensure accurate colour matching and effective response to customer queries.
- Colour match hair extension customers accurately and efficiently (training provided).
- Responsible for own performance outputs such as: Volume of customer enquiries, efficiencies including average handling times, 90%+ quality score, attendance and timekeeping, and giving weekly feedback to improve performance and service.

**Social and TikTok**:

- Create trending videos on TikTok with the Social and TikTok Executive and the wider marketing team.
- Host and participate in engaging TikTok Live sessions, showcasing products, answering questions, and fostering interaction with our audience.
- Monitor and moderate comments on TikTok Lives and other social media platforms, fostering positive engagement and addressing any inappropriate or negative comments promptly.
- Serve as the main point of contact for customer inquiries, feedback, and complaints across social media channels, ensuring timely and helpful responses.
- Collaborate with the marketing team to create engaging content for TikTok and other social media platforms, aligning with brand guidelines and objectives.
- Community Engagement: Actively engage with followers, influencers, and brand advocates on social media, nurturing relationships and driving brand affinity.

Does this sound like a role you’d thrive in?

**What we’re looking for**:

- Someone who enjoys making customers happy by delivering a first-class experience.
- Energetic, passionate about the hair and beauty industry.
- Experienced and enjoys outbound customer service engagement.
- We’re looking for someone who’s passionate and enthusiastic and has a desire to make a difference and play a major part in growing LullaBellz into a hugely significant hair and beauty brand.
- Exceptional communication skills both written and verbal.
- Excellent computer literacy.
- Incredible customer service skills with experience of placing customers at the heart of every interaction.
- Ability to communicate effectively in high-pressure scenarios, such as complaint handling and dealing with difficult situations.
- Confident and friendly telephone manner.
- High level of attention to detail.
- Knowledge and experience of social media customer service (Instagram, Facebook, Twitter, YouTube & TikTok).
- Experience of working in an ecommerce environment.
- The ability to contribute to the evolution of the brands tone and voice through content.
- Comfortable attending and participating in TikTok lives.

**Required**:

- Customer Service experience: 2 years +
- Exceptional communication skills both written and verbal.
- Must have the Right to Work in the UK
- Comfortable attending and participating in TikTok lives.

**Desired**:

- Knowledge and passion for hair, beauty and fashion products would be an advantage.

**Working Hours**: 40 hours per week. 8-hour shifts Monday to Sunday on a 5 out of 7 rota. Overtime available.

**Contract**: This is a permanent position.

**Salary**: £21,840.00 pa

The role is based in person at our Manchester HQ (M4).

We are currently overhauling our company benefits however, you can currently enjoy:

- Casual dress
- Summer, Christmas, and other social events.
- Free On-site parking
- Exceptional staff discounts
- Present on your birthday.