Costumer Care Assistant Role Overview
Responsible for:
- Ensuring that a high-quality level of service is provided to customers of BPerfect Cosmetics through the consistent adherence of company values and behaviours.
- Representing the business as a first line of contact for incoming communications regarding enquiries and complaints about orders.
- Ensuring the effective discharging of your work tasks as required.
- Ensuring that BPerfect Cosmetics achieves its strategic and business objectives of which this role has influence and control of.
- Implementing a new customer service process that links directly with Shopify
Duties and Responsibilities:
- Overseeing b the customer services email inbox, ensuring all incoming emails are processed appropriately and promptly.
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Communicating with customers through various channels as required.
- Acknowledging and resolving customer complaints.
- Thorough understanding of the BPerfect Cosmetics product range within a reasonable time frame upon joining the business.
- Processing of orders, returns, damaged returns and subsequent refunds.
- Keeping records of customer interactions, transactions, comments and complaints.
- Communicating and co-ordinating with various departments in the business as necessary to fulfil the requirements of the role.
- Providing feedback to senior management on the efficiency of the customer service process and provide subsequent key performance indicators (KPIs).
- Work closely with the rest of the Customer Service Department and collaborate as necessary to fulfil the requirements of the role.
- Ensure ultimate customer satisfaction and maintain Essential Criteria
- Familiarity and proficient knowledge of Gmail, Microsoft Office
- Excellent communication skills and ability to communicate clearly and correctly.
- Experience of working in a team environment.
- Ability to work above and beyond (overtime) as required by the business.
- Ability to take ownership and maintain composure to resolving challenging customer issues, escalating when necessary.
- Excellent decision making and problem-solving skills.
- Action orientated and self-disciplined.
- Ability to prioritise effectively and efficiently.
- Enthusiastic and positive to work in an exciting and dynamic company.
Desirable Criteria
- Experience of providing customer service in an online/e-commerce environment.
Job Type:
Full-time
Schedule:
Job Type: Full-time
Benefits:
- Employee discount
- Free parking
- On-site parking
Schedule:
- Flexitime
- Monday to Friday
- Weekend availability
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
