Customer Service Representative

Job Brief:

At Opul Nails London, we pride ourselves on delivering not only high-quality products but also an exceptional customer experience. As we continue to grow, we are looking for a Customer Service Representative who will serve as the first point of contact for our customers, ensuring they receive quick, efficient, and helpful support.

If you're passionate about customer service, love problem-solving, and are excited to be part of a dynamic beauty brand, this role is for you.

Responsibilities:

• Customer Support:

   

  • Handle customer inquiries via email, social media, and live chat regarding product information, orders, and deliveries.
  • Resolve product or service problems by clarifying the customers issues, determining the cause, and offering the best solution.
• Order Management:

   

  • Assist customers with tracking their orders, returns, and exchanges.
  • Ensure timely communication with customers about order statuses and resolve any shipping or product issues efficiently.
• Customer Relationship Building:

   

  • Provide a warm and professional interaction to ensure customers feel valued and heard.
  • Proactively reach out to customers after their purchase to ensure satisfaction and gather feedback.
• Team Collaboration:

   

  • Work closely with the operations and logistics teams to ensure smooth order processing and resolution of any issues.
  • Report and escalate recurring issues to the appropriate team for improvement.
• Documentation:

   

  • Maintain accurate records of customer interactions and transactions, including details of inquiries, complaints, and actions taken.
  • Contribute to improving our FAQ and self-service resources by identifying frequent customer issues.

Requirements:

• Prior experience in customer service, ideally within e-commerce or beauty-related fields.
• Strong communication skills, both written and verbal.
• A friendly and patient attitude, with a passion for delivering excellent service.
• Experience with CRM software and online support tools is a plus.
• Ability to multitask, prioritise, and manage time effectively in a fast-paced environment.
• Problem-solving skills and a proactive approach to customer satisfaction.