Customer Care Consultants – Christmas Temps x

Customer Care Consultants – Christmas Temps x 10

Department: Customer Care

Employment Type: Fixed Term - Full Time

Location: Office, Avonmouth/Filton

Compensation: £13.45 / hour

Love skincare? Passionate about customer happiness? Ready to spread some feel-good vibes this festive season?

Every year ELEMIS hire 10 x Seasonal Temps in our Customer Care team to help us through peak trade. We're on the hunt for friendly, positive, and confident communicators to join our buzzing Customer Care team at ELEMIS, the No.1 British skincare brand! The role of the Customer Care Consultant is to deliver a supportive, luxury service to our customers by answering all inbound calls and queries across all channels (phone, live chat, and email).

Key activities could include making bookings, placing orders, dealing with enquiries and handling complaints. You will also be making effective product and treatment recommendations to ensure our customers have the best possible experience aligned to our brand values.

You will report to the Team Leader and be supported by a friendly team of Customer Care colleagues.

Hours
:
This role is a Full Time (40 hours per week) opportunity.

Days
:
Monday to Friday. Some additional Saturday shifts might be available if you are interested.

Times
:
Shift times can vary and we do have flexibility with this: some days you might work 9am - 5:30pm and other days could be 10am - 6:30pm.

Hybrid
:
We work with a Hybrid model, which means you will work three office days based on site in Filton, and two days working from home once you've completed your first few weeks of training and onboarding.

Location
:
Our office is based in Filton, Bristol. Parking available on site!

Start Date
: our temps will start in two waves, the beginning of September and the beginning of October.

End Date
: 31st December. Please ensure you have no holidays booked during this peak time!

No call centre experience? No problem. If you're proactive, a great listener, and love helping others - we want to meet you!

Customer Care:

• Answer all calls, live chat and emails within the agreed timescales.
• Ensure all calls, live chats, emails and bookings are made accurately.
• Ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution.
• Make outgoing calls when requested to customers including spa booking confirmations.
• Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms.

Brand Ambassador:

• 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.
• Educate oneself with updated product information, 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.

Organisation:

• Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and elevate where necessary.
• Actively record internal notes on all systems.
• Action, log and record product reactions following company procedures.
• Ensure that all GDPR and Data protection is followed.

• Fluent in English language, additional languages are a bonus.
• Great communication skills - you listen deeply and are able to respond with empathy and professionalism.
• Problem Solving skills - you like to investigate, think on your feet and find solutions.
• Experience in a customer service or customer facing role - we are open to candidates from retail, hospitality, administration, and customer care. What matters is that you love to connect with people and offer luxury service!
• Sales experience - you are able to maximise sales opportunities.
• General computer literacy and knowledge of office equipment.

• Competitive hourly rate
• Hybrid working after you've completed a few weeks of training
• Discount on ELEMIS product - hello glowy skin!
• Opportunity to gain experience working with a luxury skincare brand.
• Possibility to continue employment with us if you are available and we have any vacancies (we're often able to retain some of our seasonal temps in a part time or full time capacity if we have openings available).