Customer Service Advisor (Live Chat) - Health & Beauty Retail

The Role

Our client is one of the largest Health, Beauty and Cosmetics retailers in the UK. With almost 1000 high street stores across the UK and Republic of Ireland they have a vast number of diverse customers. The retailers online service is extremely popular with click & collect and next day delivery service supplying customers with a wide range of quality products including health, beauty, cosmetics and clothing.

The customer ethos centres on making health and beauty accessible, affordable, and engaging, aiming to be the first-choice retailer for "up-to-the-minute" products. Their approach prioritizes friendly service, sustainability, and community engagement, aiming to provide an enjoyable shopping experience through both digital and physical stores.

In the modern era with a large volume of customers buying in store and online comes a high volume of queries, complaints and returns. Our client prides itself with high level customer experience, with a near perfect Trustpilot score of 4.9. As a customer service advisor, you will be resolving queries and providing effective solutions over Live Chat, email tickets and social media. The top 5 points of contact are:

1. Where is my order?

2. My item has arrived damaged

3. My order is missing

4. Store complaints

5. Beauty reward card issues

Salary – 6500 Rand per month with a 1000 Rand attendance bonus per month.

Performance bonus - 1000 Rand per month

Working hours – 45 paid hours per week, on a rotational work pattern.

Opening hours between - Monday to Friday 9am to 11pm and Saturday & Sunday 9am to 10pm.

Location – CC33 Global, 20 Crassula Road, Ottawa South, Blackburn

What we look for

Essential skills

· Experience of Live Chat and email ticket customer service to the UK.

· A high level of typing accuracy and typing speed of 40 to 45 words per minute.

· Essential skills and experience include resilience, confidence, and strong communication. You need to be comfortable with multi-tasking and maintaining customer service levels across multiple communication points.

Desirable skills

· An active interest or experience in retail, especially in health, beauty, cosmetics and clothing.

· The stronger performers are the ones who take ownership of the customer queries, adapt their approach where needed, and maintain a high level of service and customer satisfaction.

· Experience of online and self-learning will help you through the training and academy process and increase your speed to competency.

Pay: R6 500,00 per month

Work Location: In person