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{🔥} Client Care Executive at Lumity Life


James

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  • Administrator

Client Care Executive at Lumity Life


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.

  • Author
    James, On 10/01/24
  • Category
  • 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

 

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