Customer Care Consultant - Day Shift

To answer all inbound calls across all channels. To make bookings, place orders, deal with enquiries, complaints, reactions and make effective product and treatment recommendations by phone, live chat and email. To delivery an excellent service to our customers 

Key Responsibilities

• To answer all calls, live chat, and emails within the agreed timescales. 
• To ensure all calls, live chats, emails, and bookings are made accurately. To ensure that any orders, bookings, inquiries, and complaints are turned around within 24-48 hours striving towards a first-time resolution. 
• To perform online and offline lifestyle consultations according to customer requirements.
• Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.
• Make outgoing calls when requested to customers including spa booking confirmations. 
• To educate oneself with updated product information, and details of promotions and offers and actively participate in coaching and training sessions.  
• Upsell and cross-sell to the advantage of the company and the client.
• Follow our policy/procedures accurately deal with all inquiries in a satisfactory manner and escalate where necessary.  
• Actively record internal notes on all systems. 
• Action, log, and record product reactions following company procedures. 
• Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e. Claim Forms. 
• To ensure that all GDPR and Data protection is followed.

Skills, Knowledge & Expertise

• Contact/call centre experience preferred.
• GCSEs in Maths and English grades A-C or equivalent.
• Excellent use of the English language.
• NVQ in Beauty/Customer Care preferred.
• Good customer service skills in a similar role are an advantage.
• Elemis treatment and product knowledge.
• Knowledge of the Elemis Company philosophy.
• Retail/Sales experience an advantage.
• Good administrational skills.
• General computer literacy and knowledge of office equipment.
• Good numerical skills.
• Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms. 
• To ensure that all GDPR and Data protection is followed.

What we offer you!

• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more).
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more.
• Generous Holiday Allowance, increasing with length of service.
• Company Pension Scheme.
• Bonus/Commission Scheme.
• Healthcare Cash Plan (with Dental).
• Private Medical Insurance.
• Employee Assistance Programme for all Associates and their families.
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards.
• Much, much more!

Some benefit eligibility is based on length of service or contract type

About ELEMIS

ELEMIS is the most exciting and innovative British brand in the spa and skincare industry. Rapidly expanding globally, the brand is available in over 45 countries and is continually introducing new and revolutionary products to the market. 

A brand with true integrity, passion and commitment, ELEMIS is award-winning, results-driven and visionary – just like our people.

Sustainability is at the heart of ELEMIS' responsibilities. As a brand and as people, we ensure all duties and actions contribute to the short and long-term sustainability goals set-forth by the ELEMIS - Climate, Biodiversity & People Pillars.

We are committed to Elemis’ sustainability pledge when ordering testers and professional grade products and when planning and executing promotional activities, reducing waste wherever possible.