Senior Customer Care Operations Advisor

Job Description

Responsibilities

• Communicate with customers courteously and efficiently by email and telephone
• 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
• Support the 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
• Act as a liaison between the Customer Care team and Team Leaders, ensuring smooth communication and alignment
• Monitor team performance and identify opportunities for improvement in productivity, quality and adherence to targets
• Handle and oversee customer escalations ensuring resolution is timely, effective and in line with company standards
• Provide regular updates to management on outstanding tasks, tickets or issues that require attention
• Complete ad hoc administrative or operational tasks assigned by management to support team efficiency and workflow

Requirements

• The ideal candidate will have operated within a similar role
• Fluent in Spanish, German, French is preferable but not essential
• This role will operate on the shift patterns mentioned above 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