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- Tasks: Provide exceptional customer service and expert skincare advice across various channels.
- Company: Join Medik8, a leading British skincare brand with a commitment to sustainability.
- Benefits: Enjoy 25 days holiday, flexible working, private medical insurance, and a generous product discount.
- Why this job: Make a real difference in customers' lives while growing your skincare knowledge.
- Qualifications: Customer-first mindset, e-commerce experience, and excellent communication skills.
- Other info: Dynamic team culture with opportunities for personal and professional growth.
The predicted salary is between 28800 - 43200 £ per year.
Medik8 Borehamwood, England, United Kingdom
We’re looking for a motivated individual to join our Customer Care Team on a full-time basis, providing exceptional service and expert advice to every Medik8 customer.
You’ll be the first point of contact for our customers, delivering a personalised experience across multiple channels including email, live chat, social media, telephony and reviews platforms. You\\\’ll support customers both pre and post-purchase by resolving their queries, sharing your skincare knowledge, and making them feel valued.
This is a full-time role, requiring 37.5 hours per week. You\\\’ll need the flexibility to work a shift pattern that includes Mondays to Sundays and bank holidays, with hours falling between 9 AM and 7 PM.
This position follows a hybrid working model. You will be required to work a minimum of one day per week from our Elstree office.
Key responsibilities
- Handle order-related queries including tracking, amendments, cancellations and returns, always in line with company policies.
- Troubleshoot account, payment and website issues, collaborating with internal teams such as Digital and eComm to ensure credible outcomes for customers.
- Provide expert advice to help customers choose the right products based on their skincare needs and concerns.
- Professionally manage customer complaints, turning negative experiences into positive outcomes.
- Nurture our Community through conversations on Social Channels (Instagram, TikTok & Facebook) and respond to customer reviews (Trustpilot & Yotpo).
- Surprise and delight our Me&Medik8 high-value loyalty customers.
- Take ownership of interactions to achieve KPIs, quality scores and CSAT feedback.
- Complete essential tasks including returns, replacements and fraud-screening.
- Ensure compliance with regulatory requirements.
- Share customer insights to improve our proposition and products.
- Proactively suggest opportunities to enhance customer journeys & streamline processes.
- Participate in training and upskilling sessions to stay ahead in skincare trends and customer service excellence.
Qualifications and attributes
- A customer-first mindset, always prioritising customer experience.
- Previous experience in e-Commerce Customer Care (skincare experience is a plus).
- Understands metrics and goals to work towards such as CSAT, tickets solved and average handling time.
- Tech-savvy with strong computer literacy—experience with Gorgias or a similar system is an advantage.
- Excellent communication skills, able to build relationships through written and oral interactions.
- A natural problem solver, able to handle queries with patience, empathy and efficiency.
- The ability to work under pressure while maintaining exceptional service standards.
- A team player with a proactive attitude and problem-solving skills.
About Medik8
Founded in 2009 by UK scientists and brothers, Elliot and Daniel Isaacs, we are a British, B Corp certified dermatological skincare brand, globally renowned for our age-defying heroes that deliver results without compromise. Our mission is to simplify the route to great skin through the highest quality, most efficacious and trusted products on the market. All this is underpinned by our CSA Philosophy of vitamin C plus sunscreen by day, and vitamin A (retinoids) by night which addresses 90% of anti-ageing skincare needs to deliver more youthful-looking skin.
Culture & Benefits
We are committed to sustainability, quality, efficiency, and a passion for our customers. We value collaboration, integrity and agility, and we strive to work with in-house excellence. Perks include:
- 25 days holiday + bank holidays
- Flexible & Hybrid working
- Private Medical Insurance + Mental Health support
- Employee Assistance Program (EAP)
- Annual Performance Bonus
- Long Service Awards
- 75% discount + Annual Product Allowance
- Flexible Career opportunities
- Up-skilling support + regular Lunch & Learns
- 2 Volunteering days per year
- Matched Charitable Giving Scheme
For more information about the team and values, visit our main careers page. You can also learn more about us on LinkedIn, Glassdoor & Instagram.
We encourage applicants from diverse backgrounds and are committed to equal opportunities in our recruitment process.
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Customer Care Executive employer: Medik8
Contact Detail:
Medik8 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Executive
✨Tip Number 1
Get to know Medik8 inside out! Familiarise yourself with their products and values. This way, when you chat with them, you can show off your knowledge and passion for skincare, making you stand out as a candidate.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being able to express yourself clearly and empathetically is key. Try role-playing common customer scenarios with friends or family to build your confidence.
✨Tip Number 3
Don’t just apply—engage! Follow Medik8 on social media and interact with their posts. This shows your genuine interest in the brand and helps you understand their community better, which is super important for a Customer Care Executive.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the Medik8 team. Let’s get you that job!
We think you need these skills to ace Customer Care Executive
Some tips for your application 🫡
Show Your Customer-Centric Mindset: Make sure to highlight your customer-first approach in your application. We want to see how you prioritise customer experience and how you've gone the extra mile to make customers feel valued.
Tailor Your Experience: When detailing your previous roles, focus on your e-Commerce Customer Care experience, especially if you've worked in skincare. We love seeing how your background aligns with our mission at Medik8!
Be Tech-Savvy: Mention any experience you have with customer service platforms like Gorgias or similar systems. We’re looking for someone who can navigate tech easily, so don’t hold back on showcasing your skills!
Keep It Professional Yet Personal: Your written application should reflect your excellent communication skills. Use a friendly tone while maintaining professionalism, as this is key to building relationships with our customers. And remember, apply through our website!
How to prepare for a job interview at Medik8
✨Know Your Skincare Stuff
Brush up on your skincare knowledge before the interview. Medik8 is all about expert advice, so be ready to discuss common skincare concerns and how their products can help. This will show that you’re not just a customer care executive but also a skincare enthusiast!
✨Master the Customer Experience
Understand what a customer-first mindset means. Think of examples from your past experiences where you went above and beyond for a customer. Be prepared to share these stories during the interview to demonstrate your commitment to exceptional service.
✨Familiarise Yourself with Their Channels
Since you'll be handling queries across various platforms like email, live chat, and social media, it’s a good idea to familiarise yourself with these channels. Maybe even try reaching out to Medik8 through their social media to see how they engage with customers!
✨Show Off Your Problem-Solving Skills
Prepare to discuss how you handle difficult situations or complaints. Think of specific instances where you turned a negative experience into a positive one. This will highlight your ability to manage customer issues with patience and empathy, which is crucial for this role.