Lush Australaisa Retail Pty Limited ,Customer Care Specialist Jobs in Australia

CUSTOMER
CARE SPECIALIST

RESPONSIBLE
TO: CUSTOMER CARE MANAGER

MAIN
PURPOSE:
The Customer Care team work hard every day to advise, support and generally
service our customers. Whether it’s a question about product ingredients, a
delivery query or a disappointing exp

erience, these guys are ready and waiting
to respond via telephone, email or social media.

Who
we are?

LUSH
is a global cosmetics company and our ethics drive everything we do. The
Customer Care team at LUSH are a small group of talented, dedicated and
meticulous individuals that thrive in a solutions based environment.

We
are looking for someone that is passionate about our customers, products and
brand values.

Core
responsibilities:

Manage
enquiries from customers in a variety of channels, including email, phone
and social media.
Assist
with investigation and resolution of all customer concerns ensuring that each
customer is satisfied with the outcome.
Maintain
an accurate record and log of all correspondence, discussions and
resolutions.
Create
reporting mechanisms to better communicate current issues, needs and
statistics to the support team and key stake holders.These reports should
analyse metrics, monitor results, identify areas of opportunity and
development and direct continuous re-designing of processes that will
improve the overall customer experience.
Maintain
regular reporting to the UK in line with internal and external
requirements
Ensure
positive customer experience throughout the business by identifying
trends, resolving issues and exceeding customer expectations.
Liaise
with the stores to ensure that the Customer Care process is being followed
with the ultimate goal to ensure every customer walks away happy with
their issues resolved.
Liaise
with other departments within the business to implement change and
improvement to the effectiveness and efficiency of the customer
experience.
Take
part in collaborative work to create and assist in the execution of
training sessions and presentations that ensure that customer experience
policies and procedures are followed in regards to complaints,
compliments, reactions, exchanges, returns and any other general
inquiries.
Maintain
a deep understanding of our ingredients, products and their effect.

Our
perfect match:

Excellent
written communications skills, from tone and register to grammar and
syntax.
Demonstrate
an ability to project manage with strong organisational and problem
solving skills
Ability
to rally the need for change, garner consensus and execute solutions with
multiple stakeholders
Proven
ability to make correlations between different sets of information and
make decisions based on your analytical findings.
Pro-active
and self-motivated, you must lead by example and have a positive influence
on others around you.
Has
experience in a similar role.
Excellent
interpersonal, communication and presentation skills.
A
proven ability to meet deadlines, managing budgets and workflow
effectively.
Has
open availability/flexibility to meet with the business needs, especially
during peak periods such as Christmas