Seasonal Customer Care Market Specialist

Internal Job Board

9d•Remote

About The Position

The Customer Care Market Specialist plays an essential role in growing talent in our business through collaboration and sharing best practices with the Customer Care teams across the Global Lush Group. You know how to be curious about their opportunities and how to be real with feedback and support. As a growing business, Lush needs people who can adapt and evolve to the needs of our business, analyze and respond to your learner’s needs. Our Lush staff live with purpose, finding their personal value connected with the values of our business, bringing their work and life paths into one holistic journey. #mylushlife

Requirements

Current Lush employee
Ability to identify and assess customer needs and resolve issues with a customer-first approach
Strong oral and written communication skills with accurate spelling and grammar
Excellent computer skills; ability to navigate multiple screens and programs
Open availability and flexible to working evenings and occasional weekends, overtime, and holidays
Strong critical thinking skills, creativity, and problem-solving skills
Exceptional organizational skills and impeccable attention to detail
Reliable, consistent attendance, punctual, and dependable
Strong teamwork ethic, with the ability to prioritize one’s well-being by taking scheduled breaks and staying up-to-date with company news and updates.
Ability to maintain a calm and positive attitude, remain engaged in your work, and lead by example
Ability to de-escalate customers
Great team player, as well as self-motivated and proactive
Fluid and flexible to continuous improvement changes within the department
Must have reliable and fast internet connection and a private space to work in that is away from the rest of your household.

Nice To Haves

Post-secondary education
Contact center or customer support experience
Accustomed to working in a highly seasonal, high-pressure environment
Written and verbal fluency in the French language is an asset

Responsibilities

Communicate with global Lush customers through various channels, including phone, chat, text, and email
Handle customer feedback and answer questions using trained methods and tools to provide accurate, valid, and complete information
Assist with responding to customers in crisis situations
Assist customers with digital orders
Quickly identify and solve problems on the spot to address any customer issues while providing technical and troubleshooting support
Stay up to date with brand and product training to provide information on products and company initiatives.
Educate customers on our brand values, including our stance on Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, etc.
Drive sales through effective Product recommendations
Investigate lost packages with our transport partners
Follow and promote all company policies, guidelines, procedures, and expectations
Follow and maintain all data privacy procedures to ensure the safety and security of customer information
Meet and exceed service levels and departmental goals
Consistently deliver a world-class customer experience. Host meaningful consultations to identify their needs by listening attentively and asking open-ended questions. Show off our amazing products by demonstrating their unique benefits and features. Seek opportunities to make customers' day and leave the world Lusher than we found it.