Customer Care Advisor, Charlotte Tilbury
$50-60k
$24.00 - $28.00/hour
Makeup, skin care & beauty collection
Job no longer available
Makeup, skin care & beauty collection
1001+ employees
Job no longer available
$50-60k
$24.00 - $28.00/hour
1001+ employees
Company mission
To empower everybody in the world to be the most beautiful version of themselves.
Role
Who you are
- We are looking for a brilliant and diligent team member with relentless dedication to customer satisfaction, to join the e-commerce team at Charlotte Tilbury
- The ideal candidate will have significant experience in customer service or related role
- Knowledge of Netsuite, Zendesk, and Elastic Path systems a plus!
- Customer-centric, resilient, and passionate about service and systems and fixated on improving the customer experience
- Strong people skills, proactive and self-motivated in responding to customers and followers
- Excellent verbal and written communication skills
- Strong interest in the beauty industry and a love for all things makeup!
- Keen attention to detail and an ability to multi-task
- Ability to speak additional language(s) are a plus! (French/Spanish), but not required
- This hourly role will operate from 9 AM - 6 PM Sunday through Thursday and flexibility around scheduling due to business needs is expected
What the job involves
- This entry-level position will operate in a high-growth, stimulating and dynamic environment, which allows this person to have a significant impact on both the success of the business and our customers' perception of the brand
- The Customer Care Advisor is responsible for the development of best-in-class customer satisfaction. This role requires the advisor to have knowledge of the brand and product offering, and to offer exceptional advice and consultation to customers
- Communicate with customers courteously and efficiently by email, phone and chat channels
- Maintain weekly reports, which include most commonly asked questions, product returns, customer reviews, etc
- Partner with our UK Customer Service and Outsourced colleagues to ensure delivering a consistent brand experience across all websites
- Provide product information and offer order assistance to help the e-commerce department achieve sales goals
- Accurately communicate order information, company policies and procedures
- Ensure all inquiries are resolved effectively and in a timely manner
- Work toward daily individual and team goals via a team task master
- Serve as the brand's "front lines" for any product or brand related issues, escalating any issues to Customer Care management in a timely manner
- Liaise directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses
- Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods
- Process daily website orders and backorders via our ERP system
- Provide strategic recommendations to improve the overall customer experience
- Collaborate with fellow advisors to ensure a sharing in workload of daily tasks
- Reports to Customer Care Manager
- Average weekly working hours will be 40 hours
Our take
Charlotte Tilbury has carved a niche in the cosmetics industry with its commitment to quality, buoyed by celebrity endorsements and a fondness for innovation. Founder Charlotte's strong personal brand has propelled the company's rapid ascent, while its embrace of cutting-edge technologies like augmented and virtual reality has unlocked avenues unexplored by traditional cosmetic brands.
The acquisition of Charlotte Tilbury by the fashion and beauty conglomerate, Puig, in 2020 marked a significant turning point, catalysing global expansion efforts and venturing into an emerging digital landscape like the Metaverse. Leveraging AI-based marketing solutions, the company has witnessed a remarkable 60% increase in conversion rates for its acquisition campaigns, highlighting its adeptness at staying ahead in the dynamic beauty market.
Charlotte Tilbury was acquired by Fashion and beauty conglomerate, Puig, in 2020. Since then, the company has been driving global growth and expanding into new digital frontiers (i.e. the Metaverse). Its use of AI-based marketing solutions has resulted in a 60% conversion rate increase in its acquisition campaigns. Charlotte Tilbury is well set to see consistent market growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Company benefits
- Generous staff discount
- Generous product gifting
- 25 days holiday plus bank holidays
- Hybrid, flexible working
- Dog friendly office on Monday and Fridays
- Access to Tilbury Treats - discounts on everything from gym memberships to cinema tickets
- Other fabulous benefits such as life assurance, birthdays off work and pension contribution
Company HQ
London, UK
Leadership
Charlotte Tilbury
(Founder)Spent 20 years in the fashion and beauty industry as a Creative Consultant for the top beauty brands worldwide. Was the most sought-after make-up artist in the world when she founded this company.
Demetra Pinsent
(CEO)Former Partner at McKinsey & Company. Received their M. Phil from the University of Oxford and a BA in Social Studies from Harvard University.
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