Customer Service Specialist
Leatherhead
£21,840
We are the number 1 professional skincare brand globally and we are passionate about bringing everyone skin confidence. At Dermalogica we are on a mission to create respect and success for the professional skin therapist and aesthetic practitioners through Skin Centres, Spas, Medi Clinics and Wellness Centres. Our brand DNA is delivered through outstanding business support, excellent education and revolutionary product in the hands of expert practitioners.
Do you dream of being part of this industry changing movement? If so, we are looking for inspirational top talent to be part of something special.
Do you want to be part of our tribe? ……. Keep reading!
We are seeking a dedicated and customer-focused Ecommerce Customer Service Specialist to join our dynamic team. The ideal candidate will manage the ecommerce email inbox, provide exceptional support to our ecommerce customers, handle online transactions, and ensure a seamless shopping experience. Additional responsibilities include responding to customer inquiries, processing refunds and exchanges, troubleshooting issues, and supporting other customer service channels as needed.
This role requires a blend of excellent communication skills, problem-solving abilities, and a customer-centric approach to effectively manage our e-commerce customer service.
The responsibilities of the Customer Service Specialist…. Could this be you?
· Respond to customers through our Ecommerce mail inbox promptly and professionally.
· Answer telephone calls from customers.
· Address and resolve customer queries and concerns, ensuring a positive customer experience.
· Process refunds and exchanges in accordance with company policies.
· Communicate with customers regarding the status of their refunds and exchanges.
· Assist customers in troubleshooting issues related to their orders, payments, and deliveries.
· Work with other departments to resolve complex customer issues.
· Generate regular reports on Ecommerce customer service performance and provide actionable insights.
But that's just the beginning! As part of our team, you'll have endless opportunities for growth and advancement. Here are just a few paths you can explore:
· Assist our professional skin therapist’s in placing orders on our B2B platform and share exciting updates about new promotions and product launches Processing orders for our online stockists to advertise on their websites
· Raising and tracking orders for our flagship stores
· If you have a Level 2 or 3 Beauty therapy qualification, you can dive into supporting consumer queries and even work towards achieving Dermalogica expert status through our in-house training programs!
· Process in house orders, managing orders for our influencers (whom we call Skinfluencers) and collaborating with various departments to ensure our operations run smoothly
Do you have the below skills?
· Experience within a Customer Service role.
· Excellent written and oral communication skills.
· Good interpersonal skills – including active listening & problem solving.
· Outstanding telephone manner.
· The ability to resolve customer issues whilst remaining professional.
· Strong attention to detail and accuracy.
· Knowledge of IT including Microsoft Office, Word, CRM
· A willingness to undertake regular internal education & development.
· Confident building professional relationships across the company
What is in it for you?
- Private Health Care with Vitality and Medicash
- Life insurance with Legal and General which includes – Virtual GP with Health365, wellbeing and counselling and Financial Protection.
- A 5% pension contribution from the company as well as access to a pension’s advisor.
- Your Birthday off work!
- 5 paid sick days per year
- £70 monthly product allocation
- Access to new product innovation before they hit the shelves so that you can experience the products first-hand
- 30% off other Unilever Prestige Brands such as Hourglass, Living Proof, Ren, Murad and Kate Somerville
- Access to Unilever Discounts, an online shopping website discounts on multiple high street brands
- The opportunity for growth and progression, we really invest in your personal development through our Learning and development platforms.
- Treats in the office such as our Free Ice Cream Fridge and regular complimentary skin treatments
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At Dermalogica, we are committed to achieving success and fostering respect through excellent education, innovative products, and outstanding human connection. We actively promote equal opportunities, reject discrimination, and value diverse perspectives. Join us in creating a workplace that reflects our dedication to excellence and innovation, where everyone, regardless of background, feels valued and empowered to contribute their unique talents. We welcome applicants from all walks of life to be part of our journey toward success and meaningful human connections.
