This role will operate on three different shift patterns, which will rotate weekly to meet the needs of the business. We offer a hybrid style of work, only requiring you to work in the office for 3 days on your core shift. Early: 8:00 am - 4:30 pm Core: 9:30 am - 6:00 pm Late: 11:30 am - 8:00 pm You will also be required to work 1 in 6 weekends, on a core shift. Role Accountabilities: As Customer Service Advisor you will have exceptional customer service skills, a professional work ethic and a willingness to go above and beyond to provide an outstanding brand experience. Confident in solving customer queries and finding solutions across omnichannels (email, telephone, live chat) demonstrating excellent communication skills. Previous experience as a customer service advisor and working across social media platforms such as YouTube, Instagram, Facebook and Twitter are a massive plus. You should be a 'people person' with great customer service skills and the ability to effectively moderate online and offline conversations within our community. You are excited to act and communicate with followers as the face and voice of our brand and manage community conversations via all channels. This role requires the advisor to have an understanding of the brand and products, whilst offering exceptional advice and consultation to customers. You will be reporting directly into the UK Customer Service Manager and work closely with all stakeholders within the business. Communicate with customers courteously and efficiently by email and telephone Ensure all enquiries are resolved effectively and in a timely manner, meeting department SLA's Provide product information and offer order assistance to help the e-commerce department achieve sales goals Work toward daily individual and team goals, supporting the business operating plan Process and review website orders and back orders via our ERP system Execute customer return requests, issuing appropriate refunds and credit notes and notifying the customer within 48 hours of receipt of goods Serve as the brand's "front lines" for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issues Liaise directly with our warehouse to resolve any web order delivery and logistics queries Reply and engage with our members on our Social Media channels including Facebook pages, Twitter, Instagram, and YouTube Support department in achieving business KPIs including; queries actioned, customer response time, complaints to appreciations Coordinate relevant departments to ensure tone of voice and brand consistency across community communications, whilst maintaining exceptional levels of customer service and professionalism. Reporting Relationships: You will be reporting directly into the UK Customer Service Manager. Key Selection Criteria: The ideal candidate will have operated within a similar role Fluent in Spanish, German, French is preferable but not essential Excellent verbal and written communication skills with confidence in your editorial capabilities Customer-centric, resilient and passionate about service and systems and fixated on improving the customer experience Strong people skills, proactive and self-motivated in responding to customers and followers Data-driven and detail obsessed with a passion for solution finding Strong interest in the beauty industry and an affinity for all things makeup Ability to speak additional language(s) are a plus (French/Spanish), but not required Understanding and commercial awareness of the total supply chain including supply and demand planning. Able to demonstrate examples of building and improving customer relationships Passionate about social media and experience working across a variety of brand platforms Zendesk experience is desirable This role will operate on three different shift patterns, which will rotate weekly to meet the needs of the business. We offer a hybrid style of work, only requiring you to work in the office for 3 days on your core shift. Early: 8:00 am - 4:30 pm Core: 9:30 am - 6:00 pm Late: 11:30 am - 8:00 pm You will also be required to work 1 in 6 weekends, on a core shift. Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets, striving to deliver the best and wanting to be part of a dreaamteam are key. Even though we have requirements our experience and background are just a guide, we still love to welcome applicants with more or less experience stated, provided necessary skills can be demonstrated. Even if you don't tick all the boxes - Apply anyway Generous staff discount Generous monthly product gifting 25 days holiday plus bank holidays Hybrid, flexible working Dog friendly office on Monday and Fridays. Access to Tilbury Treats - discounts on everything from gym memberships to cinema tickets. Other fabulous benefits such as life assurance, birthdays off work and pension contribution. At Charlotte Tilbury, our mission is to empower everybody in the world to be the most beautiful version of themselves. We support this by encouraging and hiring people with diverse backgrounds, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees - and the candidates that take part in our recruitment process. WE WOULD LOVE TO WELCOME YOU TO OUR DREAM TEAM…APPLY TODAY