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.

Reporting Relationships - Reports to Customer Care Manager

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

Key Selection Criteria -

• The ideal candidate will have significant experience in customer service or related role
• Knowledge of Netsuite, Zendesk, and Elastic Path systems a plus!
• 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
• Excellent verbal and written communication skills
• Strong interest in the beauty industry and a love for all things makeup!
• Keen attention to detail and an ability to multi-task
• Ability to speak additional language(s) are a plus! (French/Spanish), but not required
• This hourly role will operate from 9 AM - 6 PM Sunday through Thursday; must be open to working 11 am - 8 pm EST for 1 to 2 shifts per week to support west coast customers and flexibility around scheduling due to business needs is expected

Base Salary Range - 50,000-60,00

Company Benefits

• Generous staff discount to use on all products
• Access to Tilbury Treats – our very own rewards platform allowing you to save money and gain ‘money can’t buy’ discounts on anything from gym memberships to cinema tickets
• Medical, dental, and vision benefits
• Commuter Benefits (Pre-tax)
• Flex Spending Account (FSA)
• Employee Assistance Program (EAP)
• 401(k) with Company match
• Paid Time Off
• Birthday PTO

**Charlotte Tilbury, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting**

At Charlotte Tilbury Beauty, our mission is to empower everybody in the world to be the most beautiful version of themselves. We celebrate and support this by encouraging and hiring people with diverse backgrounds, cultures, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process.

If you want to learn more about life at Charlotte Tilbury Beauty please follow our LinkedIn page!