Customer Experience Advisor

Position: Customer Experience Advisor x 3

Location: Office based at our Leeds HQ LS14 1FB

Hours: 37.5 hours per week Monday – Friday (rotating shifts of 8 hours between 8am – 8pm)

This is an exciting opportunity to join one of the most celebrated and successful distributors in the professional hair and beauty. Since 2006, Sweet Squared has been distributing exclusive, premium, and best-in-class brands like Kevin Murphy, CND Shellac & K18 to professionals across the UK and Ireland.

The true key to our success has always been our dedication and commitment to serving the professional with Love & Respect. Our customer is the cornerstone of everything we do.

Due to expansion we are looking for 3 x customer-obsessed individuals to join a busy growing team of CX advisors dedicated to connecting with our customers nationwide. This is a pro-active, inbound role that will require a passion for the hair and beauty industry, and a desire to work in a high energy and dynamic department, supporting various types of customers via multiple platforms including telephone, live chat, email and WhatsApp.

Key duties include:

• Promptly actioning inbound customers enquiries via WhatsApp, email, live chat and over the phone.
• Processing customer orders & education bookings.
• Carrying out returns and refund requests in accordance to company guidelines.
• Covering in our Sweet Shop/reception when required.
• Assist customers with Academy2 system queries and setup (our online education platform).
• Actively informing customers of promotions and products launches and upselling products.
• Maintaining up-to-date and accurate account notes and communications.

Person Specification:

• Strong interest in the hair and beauty industry
• Minimum 1 year experience in a customer service role
• Excellent verbal and written communication skills
• Confident communicator across all levels and customer types
• Passionate about delivering customer service beyond customer expectations
• Diligent about information
• Approachable, able to work effectively under pressure, flexible, adaptable, self-motivated driven to achieve personal and team goals and objectives
• Commercial awareness
• Tech-savvy, preferably with experience using Zendesk, NetSuite, or other CRM tools

Skills and attributes:

• GCSE English and Maths
• Confident with technology and new systems
• Background / qualification in beauty or hair (desirable not essential)
• Be flexible and adaptable to change
• Positive team player with a can-do attitude

What we can offer you:

• Full training provided
• 25 days holiday + 8 bank holidays (increasing to 33 days plus BH with length of service)
• Private Healthcare & cash back scheme, including perks and discounts
• 24/7 Employee Assistance Programme
• 24/7 access to private GP appointments
• Personal Accident Insurance
• Company Sick pay scheme
• Square day – An additional paid day off on your start date anniversary
• 5% employer pension contribution
• An allowance per month for free hair and beauty products
• Staff discount on products
• Training and development including access to our online and practical education courses
• Cycle to work scheme