Customer Care Advisor
We are looking for a brilliant and diligent team member with relentless dedication to customer satisfaction, to join the e-commerce team at Charlotte Tilbury. This entry-level position will operate in a high-growth, stimulating and dynamic environment, which allows this person to have a significant impact on both the success of the business and our customers' perception of the brand.
The Customer Care Advisor is responsible for the development of best-in-class customer satisfaction. This role requires the advisor to have knowledge of the brand and product offering, and to offer exceptional advice and consultation to customers.
Role Accountabilities
Customer Service
- Communicate with customers courteously and efficiently by email, phone and chat channels
- Maintain weekly reports, which include most commonly asked questions, product returns, customer reviews, etc.
- Partner with our UK Customer Service and Outsourced colleagues to ensure delivering a consistent brand experience across all websites
- Provide product information and offer order assistance to help the e-commerce department achieve sales goals
- Accurately communicate order information, company policies and procedures
- Ensure all inquiries are resolved effectively and in a timely manner
Systems and Procedures
- Work toward daily individual and team goals via a team task master
- Serve as the brand's "front lines" for any product or brand related issues, escalating any issues to Customer Care management in a timely manner
- Liaise directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses
- Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods
- Process daily website orders and backorders via our ERP system
- Provide strategic recommendations to improve the overall customer experience
- Collaborate with fellow advisors to ensure a sharing in workload of daily tasks
Reporting Relationships - Reports to Customer Care Manager