Client Care Executive

Our Client Care Executives are central to Lumity’s success: the ideal candidate will have a positive attitude, a customer-first outlook, be empathetic, patient and a natural problem solver. Our Client Care team are multi-skilled, dealing with all aspects of the customer experience, from onboarding to retention. This is an exciting opportunity to join a small, highly capable Client Care team, during an exciting period for our business.

The role

Reporting to the Client Care Operations Manager, Client Care Executives have a range of responsibilities and accountabilities, including but not limited to:

• Responding to client queries through a variety of channels, such as email, telephone and live chat
• Building and maintaining customer relationships through exceptional client care
• Advocating brand values and sharing expert product knowledge
• Monitoring orders for discrepancies and carrying out fraud checks daily
• Updating customer notes and Client Care records accurately
• Positively handling cancellation requests in line with retention procedures.
• Proactively contacting clients for a variety of reasons: from promoting brand loyalty, to retention, to educating and recommending products
• Achieving KPIs based on retention, conversion, loyalty and quality of communication
• Taking ownership of client queries and accurately responding in a courteous, timely and efficient manner
• Providing insight into our client’s experiences, questioning current practice where appropriate, and supporting an environment of continuous improvement
• Escalating technical errors and negative customer feedback
• Supporting the Client Care Operations Manager, and the wider team, as necessary.

The Client Care team works on a rota basis. Operating hours for the Client Care team are between 9 am - 6 pm Monday to Friday, and 9 am to 3 pm on Saturdays. Some evening and weekend work will be required, in addition to Bank Holiday cover on a rotational basis. There may be some - occasional - requirement to travel for meetings.

We will consider applications for both full and part time work.

Requirements

• Be an exceptional team player; positive, reliable and able to work both collaboratively and independently
• Experience working with a CRM platform – experience with Zendesk, Shopify and Recharge are highly desirable
• Exceptional communication skills – both written and verbal
• Experience in a customer facing role, preferably within a luxury market
• Ability to prioritise tasks and work efficiently, with a high level of attention to detail at all times
• Confident in delivering on KPIs
• Excellent organisational and time management skills
• Strong analytical and problem solving skills
• Confident in using Windows 365 and Microsoft Office, with the ability to quickly get to grips with new systems and platforms as required
• A passion for health, wellness and skincare - previous experience in this area is highly desirable
• A quiet place for you to work and meet our client’s needs
• Your own PC or laptop and access to secure, high speed internet
• You must be based in the United Kingdom.

Benefits

Salary C £22,750 - pro rata for part time.

Additional benefits include:

Stakeholder pension

Private Medical insurance

EMI Share Options Scheme

Product for personal use, as well as a generous Friends & Family Discount