Report this job

---

What is the problem? *

Incorrect company
Incorrect location
Job is expired
Job may be a scam
Other

We are looking for a brilliant and diligent team member with relentless dedication to customer satisfaction, to join the e-commerce team at Charlotte Tilbury. This entry-level position will operate in a high-growth, stimulating and dynamic environment, which allows this person to have a significant impact on both the success of the business and our customers' perception of the brand.

The Customer Care Advisor is responsible for the development of best-in-class customer satisfaction. This role requires the advisor to have knowledge of the brand and product offering, and to offer exceptional advice and consultation to customers.

Role Accountabilities:

Customer Service

• Communicate with customers courteously and efficiently by email, phone, chat and social channels
• Maintain weekly reports, which include most commonly asked questions, product returns, customer reviews, etc.
• Partner with our UK Customer Service colleagues to ensure delivering a consistent brand experience across all websites
• Provide product information and offer order assistance to help the e-commerce department achieve sales goals
• Accurately communicate order information, company policies and procedures
• Ensure all inquiries are resolved effectively and in a timely manner

Systems and Procedures

• Work toward daily individual and team goals via a team task master
• Serve as the brand's "front lines" for any product or brand related issues, escalating
• Liaise directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses
• Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods
• Process daily website orders and backorders via our ERP system
• Provide strategic recommendations to improve the overall customer experience
• Collaborate with fellow advisors to ensure a sharing in workload of daily tasks

Reporting Relationships: Reports to Senior Customer Care Manager

Requirements

Key Selection Criteria:

• The ideal candidate will have significant experience in customer service or related role
• Knowledge of Netsuite, Zendesk, and Sprinklr systems a plus!
• Passionate about social media and working across a variety of brand platforms
• 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
• Excellent verbal and written communication skills
• Strong interest in the beauty industry and a love for all things makeup!
• Keen attention to detail and an ability to multi-task
• Ability to speak additional language(s) are a plus! (French/Spanish), but not required
• This hourly role will operate from 9 AM 6 PM Monday through Friday; must be open to working 11 am 8 pm EST for 1 to 2 shifts per week to support west coast customers and flexibility around scheduling due to business needs is expected

Benefits

Base Salary Range: $24.04/hour $26.44/hour**

Company Benefits

• Generous staff discount to use on all products
• Access to Tilbury Treats our very own rewards platform allowing you to save money and gain money cant buy discounts on, anything from gym memberships to cinema tickets
• Medical, dental, and vision benefits
• Commuter Benefits (Pre-tax)
• Flex Spending Account (FSA)
• Employee Assistance Program (EAP)
• 401(k) with Company match
• Paid Time Off
• Birthday PTO

**Charlotte Tilbury, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting**

WE WOULD LOVE TO WELCOME YOU TO OUR DREAM TEAMAPPLY TODAY!