ELEMIS
Customer Care Consultant (Mat cover)
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Department: Customer Care
Location: Office, Filton
Compensation: £12.60 / hour
Description
To answer all inbound calls across all channels. To make bookings, place orders, deal with enquiries, complaints, reactions, and make effective product and treatment recommendations by phone, live chat, and email. To deliver an excellent service to our customers.
Contract type: Fixed term contract - 6 months
Weekly hours: 18 hours - Monday, Tuesdays, and Fridays from 5pm to 11 pm
Key Responsibilities
- To answer all calls, live chats, and emails within the agreed timescales.
- To ensure all calls, live chats, emails, and bookings are made accurately.
- To ensure that any orders, bookings, enquiries, and complaints are turned around within 24-48 hours, striving towards a first-time resolution.
- To perform online and offline lifestyle consultations according to customer requirements.
- Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.
- Make outgoing calls when requested to customers, including spa booking confirmations.
- To educate oneself with updated product information, details of promotions and offers, and actively participate in coaching and training sessions.
- Upsell and cross-sell to the advantage of the company and the client.
- Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and escalate where necessary.
- Actively record internal notes on all systems.
- Action, log, and record product reactions following company procedures.
- Contact courier companies with delivery queries on behalf of the customer when required, processing the necessary paperwork if needed (i.e., Claim Forms).
- To ensure that all GDPR and Data protection is followed.
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Sustainability Responsibility
Ensure all duties carried out and actions completed in every aspect of your role, contribute to the short and long-term Sustainability Goals set forth by the ELEMIS - Climate, Biodiversity & People Pillars
Skills, Knowledge, and Expertise
- Contact/call centre experience preferred
- Excellent use of the English language
- Good customer service skills in a similar role, an advantage
- Elemis treatment and product knowledge
- Knowledge of the Elemis Company philosophy
- Retail/Sales experience, an advantage
- Good administrational skills
- General computer literacy and knowledge of office equipment
- Good numerical skills
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Benefits
- Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian, and more)
- Excellent well-being policies, including enhanced Maternity & Paternity policies, Income Protection, Life Assurance, and more
- Generous Holiday Allowance, increasing with length of service
- Company Pension Scheme
- Bonus/Commission Scheme
- Healthcare Cash Plan (with Dental)
- Employee Assistance Programme for all Associates and their families
- Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
- Much, much more!
*Some benefit eligibility is based on length of service or contract type
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