Senior Customer Care Operations Advisor

🕒 June 5

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Charlotte Tilbury Beauty

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

💄 Beauty

🛍️ eCommerce

🛒 Retail

Beauty • eCommerce • Retail

Charlotte Tilbury Beauty is a renowned cosmetics and skincare brand known for its luxurious makeup, skincare products, and fragrances. Founded by the celebrated makeup artist Charlotte Tilbury, the company offers a wide range of beauty products, including foundations, lipsticks, eye shadows, skincare creams, and perfumes. The brand is especially famous for its "Pillow Talk" collection and the "Charlotte's Magic Cream. " Charlotte Tilbury Beauty emphasizes exclusive, limited-edition products and gift sets, appealing to beauty enthusiasts worldwide. The company also provides personalized beauty consultations through virtual and in-store experiences, aiming to offer its customers a magic-filled beauty journey.

📋 Description

• 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

🏖️ Benefits

• 25 days holiday (plus bank holidays) with an additional day to celebrate your birthday • Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey • Financial security and planning with our pension and life assurance for all • Wellness and social benefits including Medicash, Employee Assist Programs and regular social connects with colleagues • Bring your furry friend to work with you on our allocated dog friendly days and spaces • And not to forget our generous product discount and gifting!