Customer Care Advisor

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. Role Accountabilities Customer Service - 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 Systems and Procedures - 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 o