{🔥} Client Care Executive at Lumity Life

[James]

View Job Opportunity

Client Care Executive at Lumity Life

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Job Role: Client Care Executive

Salary: £23,933 (Pro rata for part-time) plus benefits

Contract Type: Permanent

Location: Remote, with occasional travel for team meetings, etc.

The Role:

As a Client Care Executive, you will engage in various responsibilities and accountabilities, including but not limited to:

• Interacting with customers across email, telephone, social media, and live chat.
• Building and maintaining customer relationships through exceptional service.
• Advocating brand values and sharing expert product knowledge.
• Monitoring orders for discrepancies and performing daily fraud checks.
• Accurately updating customer notes and internal records.
• Handling cancellation requests positively, adhering to retention procedures.
• Proactively contacting clients for various reasons, including promoting brand loyalty, retention, and recommending products.
• Meeting KPIs related to retention, conversion, loyalty, and communication quality.
• Taking ownership of customer queries, anticipating needs, and efficiently resolving issues.
• Providing friendly, empathetic, and efficient responses to all queries.
• Offering insights into customer experiences, challenging current practices, and fostering a culture of continuous improvement.
• Escalating technical issues and negative customer feedback.
• Supporting the Customer Engagement Manager and the wider team as needed.

The Client Care team operates on a rotational basis. Working hours are from 9 am - 6 pm, Monday to Friday, and 9 am to 3 pm on Saturdays. The role includes some evening and weekend work, as well as Bank Holiday cover on a rotational basis.

What We Need from You:

• Flexibility to work in line with business needs and opening times.
• Exceptional teamwork skills; being positive, trustworthy, reliable, and focused on resolutions.
• Ability to work collaboratively and independently.
• Experience with a CRM platform; familiarity with ReAmaze, Shopify, Recharge, and Klaviyo is highly desirable.
• Exceptional communication skills, both written and verbal.
• Confidence in outbound calls, with a professional and friendly telephone manner.
• Prior experience in a customer-facing role, preferably within a luxury retail or e-commerce environment.
• Experience in a subscription-first business is highly desirable.
• Ability to prioritise tasks efficiently, maintaining high attention to detail.
• Proven track record of achieving targets and KPIs.
• Excellent organisational and time management skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using Windows 365 and Google Workspace, with the capability to quickly learn new systems and platforms.
• Passion for health, wellness, and skincare.
• Access to a quiet, private workspace free from distractions.
• Your own PC or laptop and secure, high-speed internet access.

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• Author
  James, On 10/01/24
• Category
  Operations Roles
• Type
  Full Time
• Salary
  GBP 23,933 gross/year
• Work from home
  Yes
• Weekly Working Hours
  Not Telling
• Positions
  Not Telling
• Working Location
  Not Telling