Job Summary
Katra Fragrance & Lifestyle Ltd. is looking for a friendly, organised, and customer-focused Product Support Specialist to join our team in Liverpool. This is an excellent opportunity for someone who enjoys helping customers, learning about products, and resolving enquiries with care and professionalism.
You will support customers across phone, email, live chat, and digital channels, providing clear product information and practical assistance throughout their purchasing journey. The role offers comprehensive training, a supportive working environment, and opportunities to develop within customer experience, product operations, and account support.
What You’ll Do
- Respond to customer questions through phone, email, live chat, and other communication channels.
- Provide clear and accurate information about fragrances, lifestyle products, orders, availability, and company services.
- Help customers choose suitable products based on their preferences and requirements.
- Investigate and resolve order, delivery, return, exchange, and product-related enquiries.
- Process customer requests and update order or account information accurately.
- Record customer interactions using CRM and internal support systems.
- Follow up on open cases and keep customers informed of progress.
- Escalate complex product, delivery, or account issues to the appropriate team.
- Work with sales, warehouse, fulfilment, and product teams to resolve enquiries.
- Identify recurring customer concerns and share useful feedback with relevant departments.
- Maintain up-to-date knowledge of products, promotions, and service procedures.
- Support customer satisfaction, retention, and service-quality goals.
Requirements
- Experience in customer service, retail, hospitality, sales support, administration, beauty, fragrance, e-commerce, or a related area is beneficial but not essential.
- Friendly and professional communication skills.
- Genuine interest in helping customers and finding practical solutions.
- Good organisation and attention to detail.
- Comfortable using computers, email, and standard business systems.
- Ability to manage several customer enquiries and priorities.
- Willingness to learn about fragrances, lifestyle products, and internal processes.
- Ability to work independently and as part of a collaborative team.
- Positive, dependable, and adaptable approach to work.
- Relevant qualifications, training, or practical experience will be considered.
- Applicants who meet most, but not all, of the criteria are encouraged to apply.
Why Work With Us
- Receive structured onboarding and comprehensive product training.
- Join a friendly and collaborative customer support team.
- Develop valuable experience in product support, e-commerce, and customer experience.
- Access ongoing learning and internal career progression opportunities.
- Contribute ideas that improve products, services, and the customer journey.
- Work within an inclusive environment where individual contributions are recognised.
- Build a long-term career with a growing fragrance and lifestyle company.
Pay: £2,250.00-£3,200.00 per month
Benefits:
- Free fitness classes
- Free parking
- Health & wellbeing programme
- Shuttle service provided
- Unlimited paid holidays
Work Location: In person
