Beauty Customer Service Advisor

Customer Service Advisor!

Location: West End, London

Salary: 35K

Start date: ASAP

Are you passionate about providing exceptional customer experiences?

Do you have previous beauty customer service and Zendesk experience?

Our client is a rapidly growing hair care brand based in the West End looking for a Customer Service Advisor. You will play a pivotal role in ensuring a positive experience that maintains high levels of customer satisfaction and be the face of their brand!

What You'll Do:

1. Customer Support: Handle incoming calls, emails, live chats, and social media queries from customers with a cheerful and helpful attitude.
2. Order Management: Process orders, returns, refunds, and exchanges in line with our company guidelines.
3. Product Knowledge: Provide accurate information about our products and promotions to enhance customer experiences.
4. Complaint Resolution: Efficiently resolve customer complaints to ensure timely satisfaction while maintaining our positive brand image.
5. Account Setup: Create trade accounts on Shopify, assisting the trade team in setting up salon accounts.
6. Record Keeping: Maintain detailed and accurate customer records using CRM software.
7. Performance Targets: Work towards meeting customer service performance targets, including response times and resolution rates.
8. Follow-Up: Ensure all customer issues are fully resolved by following up as needed.
9. Sales Opportunities: Identify opportunities for upselling or cross-selling products and services.
10. Continuous Learning: Stay updated on company policies, procedures, and industry trends to provide the best service possible.

What You'll Bring:

1. Experience in customer service within the beauty industry.
2. Familiarity with customer service software (e.g., Gorgias or Zendesk) is a plus.
3. A hands-on, enthusiastic self-starter with a flexible attitude who thrives in a fast-paced environment.
4. Excellent communication, problem-solving, and conflict-resolution skills.
5. A customer-first mindset that drives you to deliver service excellence.
6. Ability to multitask and meet performance targets with ease.
7. Proficiency in Google Workspace and Microsoft Office.