Customer Care Consultant

• Answer all calls, live chat and emails within the agreed timescales
• Ensure all calls, live chats, emails and bookings are made accurately
• Ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution
• Make outgoing calls when requested to customers including spa booking confirmations
• Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms
• Perform online and offline lifestyle consultations according to customer requirements
• Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings
• Educate oneself with updated product information, details of promotions and offers and actively participate in coaching and training sessions
• Upsell and cross sell to the advantage of the company and the client
• Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and escalate where necessary
• Actively record internal notes on all systems
• Action, log and record product reactions following company procedures
• Ensure that all GDPR and Data protection is followed

• Fluent in French
• written and verbal
• GCSEs in Maths and English grades A-C or equivalent
• Contact/call centre experience preferred
• Fluent in English language
• Good customer service skills in a similar role an advantage
• Retail/Sales experience an advantage
• Good administrational skills
• General computer literacy and knowledge of office equipment
• Good numerical skills

Additional languages are a bonus

• Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
• Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
• Generous Holiday Allowance, increasing with length of service
• Company Pension Scheme
• Bonus Scheme
• Healthcare Cash Plan (with Dental)
• Private Medical Insurance
• Employee Assistance Programme for all Associates and their families
• Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards