Customer Support Associate (WFH)

About the Client

Our company is the leading Digital Beauty Concierge in London, setting new standards in the personal care industry through unwavering commitment to excellence. As a trailblazer in the digital beauty realm, we provide a diverse array of opulent beauty services, bringing the pampering experience right to customers' homes, workplaces, and hotels. Our fundamental mission is to elevate beauty and wellness, ensuring that our clients receive nothing less than a five-star quality service with unparalleled convenience.

We seamlessly merge cutting-edge technology with personalized care, redefining beauty services as an indulgence tailored to your preferences. Uncover the quintessence of five-star beauty and wellness experiences at the heart of London with us.

About the Role

We are seeking a dedicated and customer-oriented Customer Support Associate to join our team. The successful candidate will handle day-to-day booking inquiries, rescheduling, and manage appointments for beauty treatments. This role requires excellent communication and problem-solving skills to ensure a positive experience for our customers.

What you’ll do

• Handling day-to-day booking inquiries from customers regarding beauty treatments across multiple communication channels

• Rescheduling appointments when needed

• Informing customers and therapists of appointment changes or delays

• Assigning replacement therapists for canceled appointments so the customer still receives their treatment

• Assisting with more complex bookings like group bookings and corporate events

• Respond to and resolve low level complaints in a timely and professional manner, using strong communication and problem-solving skills to ensure a positive experience for the customer

Requirements

What You Bring

• Customer Service Experience: 2-3 years of customer service experience, demonstrating expertise in managing client interactions and providing exceptional service.

• Remote Readiness: Prepared to work remotely with a suitable home office setup and reliable internet connection.

• Communication Skills: Strong written and verbal communication skills, with proficiency in English for phone and email communications.

• Relationship Building: Skilled in building client relationships and providing personalized, client-centric service.

• Team Player: Ability to collaborate effectively with a team, contributing to its success through cooperation and support.

• Independence and Ownership: Capable of working independently, taking ownership of responsibilities, and demonstrating initiative and accountability.

• Responsibility and Reliability: Consistently deliver high-quality service and follow through on commitments, ensuring clients can depend on you.

• Passion for Beauty Industry (Preferred): An interest in the beauty industry is a significant advantage, aligning with our mission and enhancing client service.

• Luxury or Beauty Customer Service Experience (Preferred): Experience in customer service within a luxury brand or beauty setting is highly valuable.

• Attention to Detail and Administrative Skills: Acute attention to detail and strong administrative skills for managing client interactions and records accurately.

• CRM Systems Proficiency: Experience using CRM systems, preferably HubSpot, for managing customer interactions and data.

• Adaptability: Ability to switch between priorities and tasks efficiently, adapting to changing circumstances.

• Initiative: Proactive in resolving minor booking issues to maintain high standards of service and client satisfaction.