Customer Service Advisor (Luxury Beauty Brand)

Job description

About us

After nearly 20 years in the industry - Charlotte Tilbury, the World’s most sought after make-up artist - has launched her own collection. The Charlotte Tilbury beauty range launched in the UK in September 2013 to record-breaking results and critical acclaim. Through this continued success, the business is growing rapidly across all departments.

Our vibrant head office is set in a creative hub in North West London and due to our growth, we will be moving to a larger bespoke office space based in West London later this year.

At Charlotte Tilbury, we love what we do and strive to be the best. Dare to dream, break all the rules - join us in our revolutionary journey and challenge the status quo of the beauty industry.

The role

The role is responsible forensuring that best-in-class service is delivered to our customers, exceeding expectations while achieving our commercial objectives. Operating within a dynamic start-up environment, you will have the opportunity to gain fantastic hands-on experience in a fast-paced team.

As the face of the company, you will have huge impact on the success of the business, and our customer’s perceptions of the brand.

You will offer exceptional product advice and brand knowledge to our customers by attending regular training sessions on all new product launches and company initiatives.

The Details

• Daily processing website orders in our retail ERP system Brightpearl
• Respond courteously to our customers via several channels (email, telephone and live chat)
• Monitor the progress of enquiries to ensure they are resolved effectively and in a timely manner
• Liaise directly with our warehouse and courier companies to resolve all web order delivery queries
• Monitor Charlotte Tilbury social channels (Facebook, Twitter, Instagram and YouTube), as well as 3rd party review site Feefo. And respond to any product or CS enquiries within 1-2 days wherever possible
• Occasionally attend evening PR events to process web orders directly through CharlotteTilbury.com for attendees

About you

• Ideally, some experience in customer service, preferably in a luxury/beauty retail environment
• Excellent verbal and written communication skills in English
• Ability to work under pressure in a fast-paced environment
• Confident and articulate
• Good understanding of beauty products
• Proficient user of IT systems, both customer service specific and windows packages
• Ability to exceed customer expectations
• Excellent listening skills
• Hardworking and passionate

Get in touch to find out more, we’d love to hear from you!

*No agencies please