Customer Service Executive

Our client is passionate about creating the new frontier of beauty brands, making the industry more inclusive, sustainable, responsible, and ultimately more human. They have a portfolio of exciting brands within skincare, haircare & fragrance and are committed to delivering exceptional experiences to their consumers across global markets.

As the Consume Service Executive, you will be responsible for ensuring best-in-class service across multiple touchpoints for consumers across all brands. Reporting into the Senior Brand Manager, this role will manage consumer engagement across email, social media platforms, and online marketplaces, while also collaborating closely with Operations, Warehouse, and Brand teams.

This is an exciting opportunity for someone passionate about consumer engagement, with a proactive and solution-driven approach.

Responsibilities

• Engage with consumers across email, Instagram, TikTok, and direct-to-consumer platforms to deliver prompt, helpful, and friendly support.
• Manage online marketplace queries including Amazon and Target Q&A, ensuring accurate and timely responses.
• Collaborate with Operations and Warehouse teams to resolve order management issues including out-of-stock items, delivery delays, and customer concerns.
• Build and maintain a comprehensive response library within Gorgias to improve response times and consistency across the brands.
• Monitor customer feedback and reviews, ensuring all comments are addressed and insights are shared internally for continuous improvement.
• Measure and report monthly performance metrics, making recommendations for service enhancements.

Experience Requirements

• Strong communication skills with excellent attention to detail.
• Proven ability to manage multiple brands and communication channels simultaneously.
• Experience working with customer service platforms, preferably Gorgias.
• Ability to analyse customer feedback and report on key performance metrics.
• Comfortable engaging with consumers on social platforms including Instagram and TikTok.
• Passion for the beauty, lifestyle, or fashion industry is highly desirable.
• Experience with Amazon Seller Central and Target Q&A is a plus.

Location: London
Country: United Kingdom
Contract Type: Full Time
Salary: £Competitive

Job Reference: CSECJ25
Sector: Beauty & Wellness
Role: Administration
Market: Beauty

As part of the application process, we will store your details on our database. Due to the high volume of applications we receive, we are unable to respond to every applicant. Successful applicants will be contacted by the relevant consultant. If you haven't heard from us within 2 weeks, then unfortunately, your application has been unsuccessful at this time, but please do continue to check our website for other suitable opportunities.