· Working in our Customer Service team supporting both our customers using our websites and ) as well as our in-person Clients attending our Clinic in Mayfair.
· Responding to customers efficiently and in line with department guidelines through various systems. Candidate must be experienced at handling different systems. We respond to our customers through emails (Freshdesk), phone, Instagram, Clinic Software, Meltwater, live chat, Tik Tok, Yotpo.
· Reception – greeting Clients, processing payments, packing small orders, some manual lifting for Clinic stock deliveries, communicating with Trichologists and Trichotherapists, keeping refreshments stocked and keeping reception clean and tidy…
· Being responsible for booking and amending our appointment schedule and placing orders through a prescription service – so attention to detail is a must.
· Ensures a best-in-class service is always offered, in line with department SLA/KPI's.
· Has excellent product knowledge as a brand ambassador for Philip Kingsley (full product training is provided).
· Places website orders and Clinical orders for customers and drives sales for the business.
· Performance driven and manages own daily workload effectively.
· Liaises with other departments including Clinic, NPD and Operations and our warehouses to answer queries as required.
· Provides regular feedback to management to improve our customer experience.
· Handling UAE's (allergic reactions) and sensitive information.
· Ensure all GDPR policies and data protection measures are adhered to.
· Reports into Clinic Manager