Domaine: Digital

Type d‘emploi: Temps plein

Ville: West Sussex - Littlehampton (Watersmead)

Pays: United Kingdom

Part of the L’Oréal group, The Body Shop International is a natural and ethical beauty brand, with 3050 stores in 66 markets around the world, operating through a multi-channel retail strategy, including stand-alone stores, global travel retail locations and e-commerce sites.

Purpose of role:

A brand new opportunity has arisen within our International Digital team to support the Care Centre Account Manager with administration duties for our internal and external customer contacts.

This role will act as the liaison between our internal departments and our outsourced Customer Support Centre in Serbia. The successful candidate will have experience in Customer Service, be able to work well under pressure and have the ability to manage sensitive issues.

Key Job Accountabilities:
  • Act as first point of contact between third party vendor and Customer Support Centre – utilising email and telephone to respond to queries
  • To effectively minimise call volumes and Care Centre traffic by ensuring all escalated issues are identified and a resolution agreed
  • Research and respond to escalated customer issues, ensuring that the business is made aware of impacting issues
  • Ensure resolution takes place within agreed Service Level Agreement (SLA) by tracking issues and following up with specific departments 
  • Own Quality Control for third party agents, ensuring continuous feedback is given to the business
Customer Administration Support:

  • Research and respond to Store and Customer inquiries as deemed necessary
  • Ensure customer compensation is manage and maintained within the set guidelines
  • Cascade reporting for the business functions to relevant stakeholders
  • Direct liaison between warehouse operations and Customer Care team
  • Supporting the Customer Care team with Live Chat content
  • Supporting the Customer Care team with Knowledge base content
  • Ensure all existing and current procedures are regularly reviewed and kept up to date

  • Strong experience in Customer Service, particularly within a fast-paced environment
  • Experience working within a Call Centre
  • Skilled at communicating with key stakeholders across the business
  • Ability to take ownership of stressful & sensitive issues
  • Excellent oral and written communication skills
  • Ability to work well under pressure and prioritise workload
  • Experience of working across different markets/ countries would be an advantage 

Some travel will be required across different markets, include quarterly trips to our Customer Support Centre in Serbia. There will also be a need to commute to our East Croydon office monthly.

What we offer:
  • A passion driven environment where you will share challenges, achievements and innovations with your peers, manager and direct reports
  • A tailor-made integration plan to set you for success and an on-going focus on your development
  • Competitive salary and benefits package