Business Support Specialist

Job Description

Business Support Specialist

Full Time

Leatherhead Head Office (hybrid role)

£25,000

The Business Support Specialist is responsible for delivering an exceptional customer experience by providing professional support across all customer groups. The role supports the end-to-end customer journey through customer service, order management and operational support, working collaboratively with internal departments to ensure an efficient, accurate and consistent service.

• Previous experience within a customer service or business support environment.
• Experience providing customer support via telephone.
• Excellent verbal and written communication skills.
• Strong organisational and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High level of accuracy and attention to detail.
• Competent in Microsoft Office.
• A proactive, collaborative and customer-focused approach.

• Experience supporting both B2B and B2C customers.
• Experience using Gorgias.
• Experience using Shopify.
• Experience with live chat.

• Provide professional, accurate and timely support via telephone and customer support tickets managed through Gorgias, including email and live chat enquiries.
• Support all customer groups, including Professional Skin Therapists, Consumers, Third-Party Retailers and Retail Partners.
• Process customer orders and proactively monitor their progress through to fulfilment, ensuring accuracy and compliance with agreed service level agreements.
• Resolve customer enquiries, complaints and delivery issues, taking ownership through to resolution.
• Manage delivery-related enquiries, including collections, courier investigations, claims and shipment discrepancies, liaising with courier partners to achieve timely resolution.
• Support new product launches (NPD), promotional campaigns and business initiatives.
• Maintain accurate customer records and documentation across business systems.
• Collaborate with internal departments to resolve customer and operational enquiries.
• Contribute to continuous improvement by identifying opportunities to enhance processes and the customer experience.
• Achieve departmental service level agreements (SLAs), quality standards and key performance indicators (KPIs).

• Private Health Care with Vitality and Medicash
• Life insurance with Legal and General which includes – Virtual GP with Health
  365, 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