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For Companies At a Glance
- Tasks: Be the voice of our brand, handling customer queries and managing orders daily.
- Company: Join Sarah Chapman London, a fast-growing indie beauty and skincare brand.
- Benefits: Enjoy a hybrid work model with one day from home and perks of a luxury environment.
- Why this job: Make a real impact on customer satisfaction while working in a dynamic team.
- Qualifications: 2+ years in customer service and familiarity with ticketing systems required.
- Other info: Ideal for those passionate about beauty and eager to innovate in customer experience.
The predicted salary is between 28800 - 43200 £ per year.
Role:
An exciting opportunity for a Customer Success Superstar!
Sarah Chapman London seeks a proactive, motivated individual with excellent communication skills and commitment to customer satisfaction to join our fast-growing business.
The Role
As the Customer Services & Logistics Representative, you will be at the forefront of our customer interactions, managing day-to-day customer service operations. Your role will involve responding to queries via email and phone within established service level agreements (SLAs), processing B2B orders, liaising with our warehouse provider and sales teams, and upholding our brand reputation through meticulous attention to detail and professionalism.
Responsibilities
- Handle customer calls professionally, resolving queries promptly
- Manage customer service inbox (orders, queries) via Gorgias and B2B orders via Outlook and Cin7
- Collaborate with commercial teams to resolve issues (orders, restocks, international stock)
- Investigate lost/delayed orders with our warehouse provider
- Assist Finance/Operations with refund queries
- Report on customer queries, feedback, and opportunities for improvement
- Manage returns, process refunds via Shopify
- Compensate clients with discounts/gifts to retain them
- Identify process improvements for better customer experience
- Report faulty/damaged products, allergic reactions for new product development
Experience
- 2+ years of customer service experience (required)
- Familiarity with multiline phones, ticketing systems
- Proficiency with payment platforms and ERP systems (Cin7, Shopify, Xero etc)
Skills
- A customer-centric approach that prioritizes building relationships and understanding client needs.
- Appropriate tone and conduct for luxury environment
- Handling complaints and demanding customers with patience
- Strong decision-making, problem-solving, and analytical abilities
- Excellent communication skills for customer and internal liaison
- Ability to adhere to business SLAs and thrive in a fast-paced environment
Our Ideal Candidate
- Aligns with our core values: Integrity, Resilience, Commitment, Innovation
- Passionate about INDIE beauty and skincare
- Agile, flexible, and considerate of diversity and inclusivity in all interactions
- Creative solution thinker and boundary challenger
- Tenacious, self-motivated with a proactive 'can-do' attitude
- Results-oriented with a focus on delivering exceptional customer service.
This is a Hybrid role, with 1 day working from home and 4 days in the office which is located on The Kings Road Chelsea, London SW3
Customer Services and Operations Representative employer: Sarah Chapman London
Contact Detail:
Sarah Chapman London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services and Operations Representative
✨Tip Number 1
Familiarize yourself with the tools mentioned in the job description, like Gorgias, Cin7, and Shopify. Having a solid understanding of these platforms will not only help you during the interview but also show that you're proactive and ready to hit the ground running.
✨Tip Number 2
Demonstrate your customer-centric approach by preparing examples from your past experiences where you successfully resolved customer issues or improved their experience. This will highlight your commitment to customer satisfaction, which is crucial for this role.
✨Tip Number 3
Research INDIE beauty and skincare brands to understand the market and trends. Showing your passion for the industry during the interview can set you apart as a candidate who truly aligns with the company's values.
✨Tip Number 4
Prepare to discuss how you handle high-pressure situations and demanding customers. The ability to remain calm and professional under pressure is essential in a fast-paced environment like this one, so be ready to share relevant stories.
We think you need these skills to ace Customer Services and Operations Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience, especially any roles where you've handled queries or managed orders. Use specific examples that demonstrate your problem-solving skills and ability to work in a fast-paced environment.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and the beauty industry. Mention how your values align with those of Sarah Chapman London, particularly integrity and commitment to customer satisfaction.
Showcase Relevant Skills: Emphasize your communication skills and experience with ticketing systems and payment platforms like Shopify and Cin7. Provide examples of how you've successfully resolved customer issues in previous roles.
Highlight Your Proactive Attitude: Demonstrate your proactive approach by sharing instances where you identified process improvements or went above and beyond to enhance customer experience. This will show that you are results-oriented and ready to contribute to the team.
How to prepare for a job interview at Sarah Chapman London
✨Show Your Customer-Centric Approach
Emphasize your commitment to customer satisfaction during the interview. Share specific examples of how you've built relationships with clients and resolved their issues effectively in previous roles.
✨Demonstrate Problem-Solving Skills
Prepare to discuss situations where you faced challenging customer complaints or demanding clients. Highlight your decision-making process and how you arrived at a solution that satisfied both the customer and the company.
✨Familiarize Yourself with Relevant Tools
Since the role involves using systems like Gorgias, Cin7, and Shopify, make sure you understand how these platforms work. If possible, mention any experience you have with similar tools to show you're ready to hit the ground running.
✨Align with Company Values
Research Sarah Chapman London’s core values and be prepared to discuss how your personal values align with theirs. Show your passion for indie beauty and skincare, and express your commitment to integrity, resilience, and innovation.
