At a Glance
- Tasks: Deliver luxury customer service via calls, live chat, and emails.
- Company: Join ELEMIS, a globally recognised British skincare brand.
- Benefits: Generous discounts, 27 days holiday, and supportive training environment.
- Other info: Flexible hybrid working model with excellent career growth opportunities.
- Why this job: Be part of a passionate team making a real impact on customer experiences.
- Qualifications: GCSEs in Maths and English, customer service experience preferred.
The predicted salary is between 28122 - 28122 £ per year.
At ELEMIS, our people are at the heart of everything we do. As a globally recognised British skincare brand, our success is built on passion, innovation, and excellence. Our Marketing teams play a critical role in bringing this to life—shaping how our brand is experienced across every touchpoint, from product storytelling to global campaigns. Working at the intersection of creativity and commercial impact, they are instrumental in driving growth, elevating our brand, and connecting with customers around the world.
We’re looking for a Customer Care Consultant to join our team, providing a seamless, luxury-level service across every customer touchpoint. Are you passionate about delivering exceptional customer experiences? Do you thrive on solving problems, building rapport, and going the extra mile? If so, we’d love to hear from you.
We have a role in our team for a Customer Care Consultant- 12 Month Maternity cover as we begin to directly service our customers in Europe. The role of the Customer Care Consultant is to deliver a supportive, luxury service to our customers by answering all inbound calls and queries across all channels (phone, live chat, and email).
Key Responsibilities
- Answer all calls, live chat and emails within the agreed timescales.
- Ensure all calls, live chats, emails and bookings are made accurately.
- Ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution.
- Make outgoing calls when requested to customers including spa booking confirmations.
- Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms.
Brand Ambassador:
- Perform online and offline lifestyle consultations according to customer requirements.
- Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.
- Educate oneself with updated product information, details of promotions and offers and actively participate in coaching and training sessions.
- Upsell and cross sell to the advantage of the company and the client.
Organisation:
- Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and elevate where necessary.
- Actively record internal notes on all systems.
- Action, log and record product reactions following company procedures.
- Ensure that all GDPR and Data protection is followed.
Skills, Knowledge and Expertise
- GCSEs in Maths and English grades A-C or equivalent.
- Contact/call centre experience preferred.
- Fluent in English language, additional languages are a bonus.
- Good customer service skills in a similar role an advantage.
- Retail/Sales experience an advantage.
- Good administrational skills.
- General computer literacy and knowledge of office equipment.
- Good numerical skills.
Benefits
- Be part of a team that values empathy, quality, and customer excellence.
- A supportive environment with ongoing coaching and training.
- Generous staff discount on ELEMIS products and spa treatments, plus L’OCCITANE Group brands.
- Enhanced parental leave policies.
- Income Protection and Life Assurance.
- 27 days holiday plus your birthday off.
- Company pension scheme.
- Employee Assistance Programme.
- Cycle to Work Scheme, Season Ticket Loan, and service awards.
Customer Care Consultant - Mat Cover in Bristol employer: ELEMIS
ELEMIS is an exceptional employer, offering a vibrant work culture at Champneys Springs where luxury meets personal growth. As a Luxury Spa Therapist, you'll benefit from comprehensive training and development opportunities, alongside generous discounts and the chance to represent a globally renowned skincare brand, all while fostering meaningful client relationships in a serene environment.
