Customer Service and Social Media Advisor, North America
Charlotte Tilbury, United States
Job Description
The Role:
As Customer Service and Social Media Advisor you will have exceptional customer service skills, experience and interest working within social media platforms, a professional work ethic and a willingness to go above and beyond to achieve performance. Our ideal candidate has exceptional oral and written communication skills. Previous experience as a customer service advisor and working across social media platforms such as YouTube, Instagram, Facebook and Twitter are a massive plus. You should be a ‘people person’ with great customer service skills and the ability to effectively moderate online and offline conversations within our community. Ultimately, you should be excited to act and communicate with followers as the face and voice of our brand and manage all community conversations. This role requires the advisor to have knowledge of the brand and product offering, and to offer exceptional advice and consultation to customers. You will be reporting directly into the Senior Manager of Customer Service, but will also be working closely with our Social Media team.
Reporting Relationships: Reports to Sr. Manager Customer Service
Responsibilities:
Customer Service
- Communicate with customers courteously and efficiently by email, telephone and live chat
- Ensure all inquiries are resolved effectively and in a timely manner
- Provide product information and offer order assistance to help the ecommerce department achieve sales goals
- Work toward daily individual and team goals via a team task master
- Process daily website orders and backorders via our ERP system
- Process returns stock, issuing appropriate refund/credit note and notifying the customer within 48 hours of receipt of goods
- Serve as the brand’s front lines for any product or brand related issues, escalating as appropriate to help mitigate any potential wider service issues
- Liaise directly with our warehouse to resolve any web order delivery questions, monitoring the warehouse email alias to ensure timely responses
- Social Media
- Reply amp; engage with our members on our Social Media channels including Facebook pages, Twitter, Instagram, and YouTube
- Meet KPIs such as average response time and customer response percentage
- Coordinate with Social Media and PR to ensure tone of voice and brand consistency across community communications
- Work cross-functionally with other departments including Product Marketing, Education and Sales to stay up to date on new product releases and features
- Build relationships with customers, potential customers and industry professionals
- Stay updated with digital technology and social media trends
- Work within our social media scheduling tool to reply to customers and compile analytics to identify customer service successes and possible opportunities for development
- Advocate for our members by tracking trends and feedback, backed by data, to present to relevant teams to continually improve our customer experience
- Exercise discretion when encountering urgent or escalated issues and reporting as appropriate
- Keep an ear to the ground, think of new and engaging ways to promote CT and our genius products
Requirements
The Person:
- The ideal candidate will have operated within a similar role for a minimum of 6 months
- This hourly role will operate from 9 AM 6 PM Monday Friday with 1 to 2 late shifts per week; must be open to working 11am 8pm EST during these days to support west coast customers. Some flexibility may be expected around scheduling including some weekend cover and early shifts due to business needs
- Passionate about social media and experience working across a variety of brand platforms
- Excellent verbal and written communication skills with confidence in your editorial capabilities
- Customer-centric, resilient, and passionate about service and systems and fixated on improving the customer experience
- Strong people skills, proactive and self-motivated in responding to customers and followers
- Data-driven and detail-obsessed with strong problem-solving abilities
- Strong interest in the beauty industry and a love for all things makeup!
- Keen attention to detail and an ability to multi-task
- Knowledge of Netsuite, Zendesk and Sprinklr systems a plus
- Ability to speak additional language(s) are a plus (French/Spanish), but not required
Benefits
- Generous staff discount to use on all products
- Access to Tilbury Treats our very own rewards platform allowing you to save money and gain ‘money can’t buy’ discounts on anything from gym membership