Customer Care Operations Advisor

• As a Customer Care Advisor, you will have exceptional customer service skills, a professional work ethic and a willingness to go above and beyond to provide an outstanding brand experience. • Confident in solving customer queries and finding solutions across omnichannels (email, telephone, live chat) demonstrating excellent communication skills. • You will need to be adaptable and reactive to the changing needs of the department, working on different tasks throughout the day to meet SLAs. • You will have a keen eye for detail and be a natural problem solver. You will be a team player, striving to achieve our shared goal; Tilbury Loving Care! • This role requires the advisor to have an understanding of the brand and products, whilst offering exceptional advice and consultation to customers. • You will be reporting directly into the UK Customer Care Operations Team Leader and work closely with all stakeholders within the business • This role will operate on three different shift patterns, which rotate weekly to meet the needs of the business. We offer a hybrid style of work, currently only requiring you to work in the office 2 days per month, on a core shift. Please note that our hybrid working arrangements may change depending on business needs • Early: 8:00 am – 4:30 pm • Core: 9:30 am – 6:00 pm • Late: 11:30 am – 8:00 pm • You will also be required to work 1 in 6 weekends, on a core shift • Communicate with customers courteously and efficiently by email and live chat • Ensure all enquiries are resolved effectively and in a timely manner, meeting department SLA’s • Provide product information and offer order assistance to help the e-commerce department achieve sales goals • Handle escalated or complex customer issues, ensuring every customer feels heard and supported • Work toward daily individual and team goals, supporting the business operating plan • Process and review website orders and back orders via our ERP system • Execute customer return requests, issuing appropriate refunds and credit notes and notifying the customer within 48 hours of receipt of goods • Be adaptable and reactive to the changing needs of the department • Serve as the brand’s “front lines” for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issues • Liaise directly with our warehouse to resolve any web order delivery and logistics queries • Support the department in achieving business KPIs including; queries actioned, customer satisfaction, customer response time, complaints to appreciations • You will report directly into the UK Customer Care Operations Team Leader Benefits • Generous staff discount • Generous product gifting • Hybrid, flexible working • Access to Tilbury Treats - discounts on everything from gym memberships to cinema tickets • Dog friendly office on Monday and Fridays • 25 days holiday plus bank holidays • Other fabulous benefits such as life assurance, birthdays off work and pension contribution • Excellent verbal and written communication skills with confidence in your editorial capabilities • Strong interest in the beauty industry and an affinity for all things makeup! • Strong administrative skills are essential • Data-driven and detail obsessed with a passion for solution finding! • Customer-centric, resilient and passionate about service and systems and fixated on improving the customer experience • Able to demonstrate examples of building and improving customer relationships • Ability to speak additional language(s) are a plus (French/Spanish/German), but not required • Strong people skills, proactive and self-motivated in responding to customers and followers • The ideal candidate will have operated within a similar role • Fluent in Spanish, German or French is preferable but not essential