About the position
Main Purpose: We're seeking a dedicated and customer-focused Customer Experience Agent to join our team in the luxury beauty industry. In this role, you will be the first point of contact for our customers, representing our brand values and ensuring each interaction is positive, supportive, and engaging. The position will be based on site 5-6 days a week.
Key Responsibilities:
- Serve as a knowledgeable and approachable representative of the brand across all customer touchpoints.
- Respond to customer enquiries via phone, email, live chat, WhatsApp, and social media.
- Resolve customer concerns promptly and in line with company policies, maintaining professionalism and empathy.
- Support customers with order tracking, returns, exchanges, and navigating our online platform.
- Accurately document all interactions using our CRM system.
- Escalate more complex issues to the appropriate teams or supervisors as needed.
- Share feedback and insights from customer interactions to support service improvements and inform product development.
- Offer well-informed advice on our beauty products, including skincare, makeup, haircare, and fragrance.
Required Skills & Experience:
- 2-3 years of experience in customer service ideally in luxury brands within retail, contact centres, or e-commerce. (Experience in the beauty industry is a plus, but not essential.)
- Interest in or familiarity with luxury beauty, skincare, makeup, or fragrance products.
- Strong written and verbal communication skills across a variety of channels.
- Comfortable using CRM tools, email systems, and order management platforms.
- Confident problem-solving skills with a calm and empathetic approach.
- Ability to manage multiple tasks in a fast-paced environment with keen attention to detail.
Key Attributes:
- Customer-first approach with a professional and supportive attitude.
- Skilled at building rapport and providing personalised product recommendations.
- Collaborative team member with a positive outlook.
- Eagerness to stay informed about new products and industry trends.
- Proactive, adaptable, and solutions-oriented
Desired Skills:
- Customer Service
- Business English
- Multilingual
- Inbound Customer Service
- Call centre
- E - Commerce
Desired Work Experience:
Desired Qualification Level:
About The Employer:
ASCO is an equal opport unity employer and appointments will be made in line with EE targets.
Should you not hear back from us within 2 weeks of applying please consider your application unsuccessful.
