Job Summary
Fabulosa is a vibrant, fast-growing home care and fragrance brand, known for bringing exciting fragrances, bold products and a little more fun to everyday cleaning. With an ever-expanding product range, strong online presence and products available through major retailers, we're looking for a friendly and organised Customer Service Co-ordinator to help us deliver a fantastic experience to our customers.
The Role
As our Customer Service Co-Ordinator, you'll be a key point of contact for Fabulosa customers, helping with everything from product enquiries and order updates to delivery issues and customer feedback.
You'll work closely with our e-commerce, warehouse, marketing and wider internal teams to ensure enquiries are handled efficiently, professionally and in a way that reflects the Fabulosa brand.
We're looking for someone who genuinely enjoys helping people, is confident communicating across different channels and can stay organised when things get busy.
What You’ll Do
· Respond to customer enquiries across email, social media and other customer service channels in a friendly, professional and timely manner.
· Assist customers with order queries, delivery updates, missing items, damaged products, refunds and general product enquiries.
· Manage and monitor the customer service inbox, ensuring enquiries are prioritised and resolved efficiently.
· Support customer enquiries relating to orders placed through the Fabulosa website and third-party marketplaces, including TikTok Shop.
· Understand when enquiries need to be escalated or directed to the appropriate retailer, marketplace or fulfilment provider.
· Process refunds, replacements or other resolutions where appropriate and in line with company procedures.
· Respond to customer comments and direct messages across Fabulosa's social media channels where customer service support is required.
· Maintain accurate records of customer interactions, complaints and resolutions.
· Manager and monitor customer reviews via platforms such as Trustpilot and identify recurring customer issues and communicate trends or areas for improvement to the wider team.
· Gather and share customer feedback to help improve our products, website and overall customer experience.
· Maintain a strong understanding of Fabulosa products, fragrances, collections and promotions to confidently answer customer questions.
· Work collaboratively with marketing and e-commerce teams during new product launches, promotions and particularly busy trading periods.
· Help maintain and develop FAQs, templates and customer service processes to improve efficiency and consistency.
· Ensure every customer interaction reflects Fabulosa's friendly, positive and helpful tone of voice.
About You
You'll be someone who is approachable, organised and confident communicating with customers. You'll enjoy problem-solving and be comfortable taking ownership of an enquiry from initial contact through to resolution.
Ideally, you'll have:
- 2 years+ experience in a professional customer service, customer care or e-commerce role.
- Excellent written and verbal communication skills.
- A friendly, patient and professional approach to customers.
- Strong organisation skills with the ability to manage multiple enquiries and priorities.
- Good attention to detail.
- Confidence handling complaints via telephone and email, and finding appropriate solutions.
- Experience communicating with customers through email and social media.
- Good general IT skills and confidence learning new platforms and systems.
- Experience with e-commerce platforms such as Shopify or TikTok Shop would be beneficial.
- Experience within FMCG, retail, beauty, home care or another consumer brand would be an advantage.
Why You’ll Love Working Here
- Be part of one of the UK’s most exciting and fastest-growing brands.
- Join a collaborative, supportive, and creative team who value bold ideas.
- Competitive salary plus company benefits.
- 20 days holiday (plus bank holidays).
- Bonus day off on your birthday, after 12 months’ service.
- Free on-site parking.
Benefits:
- Company events
- Free parking
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
Experience:
- Professional Customer Service: 2 years (required)
Work Location: In person
