Dermalogica UK
Business Support Specialist
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Business Support Specialist
Full Time
Leatherhead Head Office (hybrid role)
£25,000
The Business Support Specialist is responsible for delivering an exceptional customer experience by providing professional support across all customer groups. The role supports the end-to-end customer journey through customer service, order management and operational support, working collaboratively with internal departments to ensure an efficient, accurate and consistent service.
Essential
- Previous experience within a customer service or business support environment.
- Experience providing customer support via telephone.
- Excellent verbal and written communication skills.
- Strong organisational and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- High level of accuracy and attention to detail.
- Competent in Microsoft Office.
- A proactive, collaborative and customer-focused approach.
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Desirable
- Experience supporting both B2B and B2C customers.
- Experience using Gorgias.
- Experience using Shopify.
- Experience with live chat.
Key Responsibilities
- Provide professional, accurate and timely support via telephone and customer support tickets managed through Gorgias, including email and live chat enquiries.
- Support all customer groups, including Professional Skin Therapists, Consumers, Third-Party Retailers and Retail Partners.
- Process customer orders and proactively monitor their progress through to fulfilment, ensuring accuracy and compliance with agreed service level agreements.
- Resolve customer enquiries, complaints and delivery issues, taking ownership through to resolution.
- Manage delivery-related enquiries, including collections, courier investigations, claims and shipment discrepancies, liaising with courier partners to achieve timely resolution.
- Support new product launches (NPD), promotional campaigns and business initiatives.
- Maintain accurate customer records and documentation across business systems.
- Collaborate with internal departments to resolve customer and operational enquiries.
- Contribute to continuous improvement by identifying opportunities to enhance processes and the customer experience.
- Achieve departmental service level agreements (SLAs), quality standards and key performance indicators (KPIs).
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Benefits
- Private Health Care with Vitality and Medicash
- Life insurance with Legal and General which includes – Virtual GP with Health365, wellbeing and counselling and Financial Protection.
- A 5% pension contribution from the company as well as access to a pension’s advisor.
- Your Birthday off work!
- 5 paid sick days per year
- £70 monthly product allocation
- Access to new product innovation before they hit the shelves so that you can experience the products first-hand
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