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Digital Customer Care Representative




This is an exceptional opportunity to work with a world renowned skincare brand loved by celebrities and consumers alike. Our client is looking for an enthusiastic Customer Care Representative, who can champion a culture of professionalism and high standards of customer service.

Could this be you?

You are an inquisitive individual who operates with a sense of urgency and is excellent at spotting and assessing customers’ needs to provide them with excellent customer experiences. You are patient with customers and ‘customer-first’ is your mantra.

You enjoy devising processes and customer communications that complement and support the brand’s digital experience initiatives and strategy and are keen to be brand ambassador with a passion for outstanding skincare products.

The role

Reporting to the Chief Digital Officer, your duties will include:

  • Managing various communication channels that generate customer enquiries e.g. Live Chat, SMS, WhatsApp, Social Media DM, email, phone call etc
  • Providing our customers and site visitors with a customer service experience that is in line with the company’s expectations
  • Providing a weekly KPIs report to help the business to understand the pain points, overall requests volume and level of customer satisfaction
  • Continuously streamlining business processes pertaining to customer care with cross-functional teams. e.g. report faulty merchandise to relevant parties to mitigate repeat issue in the future,
    feedback to the wider business our customer’s frequently asked questions etc
  • Proactively informing customers of any potential issues, e.g. back order, issues with delivery/customs
  • Ensuring that the Customer Care related content on our website is up to date
  • Building sustainable relationships and trust with our customers through interactive communication
  • Ensuring you have up to date product and service knowledge.
  • Generating sales leads by informing customers of our new products, services and promotion when you interact with them
  • Recovering abandoned sales in time, contributing to the bottom line sales by increasing customer’s satisfaction
  • Helping with fraud prevention activities e.g. be the first triage person to assess fraud risk
  • Understanding and adhering to GDPR and customer data confidentiality.

How you’ll dazzle us

Preferably with a Batchelor’s Degree, you will need to have over 4 years’ experience of customer service support, preferably gained in beauty and/or luxury brands.

You will be passionate about customer service and have demonstrable experience of fraud prevention and e-commerce checkout functionality and KPI reporting gained in a fast paced environment.

It goes without saying that you will need exceptional communication skills, have a keen eye for detail and excellent problem solving skills to be successful in this role.

What happens next

If you believe you could be the Digital Customer Care Representative we’re looking for, apply now for this role by completing the form below and we’ll be in touch.

Apply Now

Apply Now

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    Specialist Recruiter

    Patrick Jamieson

    Patrick Jamieson

    Senior Beauty & Retail Permanent Recruitment

    Email Patrick

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