Customer Care Advisor

Charlotte Tilbury•New York, NY

13h•Onsite

About The Position

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. 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.

Requirements

Significant experience in customer service or related role
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

Nice To Haves

Knowledge of Netsuite, Zendesk, and Elastic Path systems
Ability to speak additional language(s) (French/Spanish)

Responsibilities

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