Customer Service & Brand Support

Recruiter
Page Personnel Secretarial
Location
England, London, West London
Salary
£19000 - £25000 per annum
Posted
07 Nov 2018
Closes
05 Dec 2018
Ref
13967967/001
Contact
Stefani Koleva
Job Title
Customer Services
Industry Sector
Beauty
Contract Type
Permanent
Hours
Full Time

The focus of the Consumer Care & Brand Support Representative role is to deliver great consumer care and service across all beauty brands and to provide support using Zendesk to analyse trends from complaints to create reports and feedback to the marketing director.

Client Details

The client is a fast growing UK based FMCG company primarily operating in the Health and Beauty space.

Description

The key responsibilities of the Consumer Care & Brand Support Representative role West London are;

CONSUMER CARE

  • Acknowledging all consumer queries within 24 hours
  • Managing all serious consumer matters as promptly and efficiently as possible.
  • Resolving all complaints to ensure consumers are satisfied within agreed time lines.
  • Producing a weekly and monthly report to the Marketing Director and the rest of business, using Excel and Powerpoint, Zendesk highlighting any complaint trends, and reporting on all consumer interactions in total and by brand.
  • Working closely with the Marketing team, keeping up-to-date with all brand activities and new product development
  • Liaising with key third party distributor
  • Advising Marketing and Technical departments of any abnormal increase in consumer complaints.

    • BRAND SUPPORT

  • Management of the stock room - keeping the room tidy
  • Order of stock on a weekly/monthly basis
  • Supporting the marketing team with Retailer requests for information and/or samples
  • Ad hoc project support
  • Updating central company communication material
  • Co-ordinating the quarterly company newsletter

    • Profile

    The successful candidate for the Consumer Care & Brand Support Representative role would be/have;

    • A passion for delivering exceptional customer care.
    • Highly effective communication skills (verbal and written).
    • Ability to handle difficult consumer interactions around complaints.
    • A minimum of 12-18 months experience in a consumer facing role with administrative responsibilities.
    • Proficiency in MS Outlook, Excel, PowerPoint, and Word is essential.
    • Experience in report writing and analysis.
    • Experience with Zendesk, or similar customer service ticketing system.
    • A passion for beauty.

    Job Offer

    The successful candidate will have access to the following;

    • 25 days holiday (including bank holidays)
    • Pension Scheme.
    • Flexible working hours.
    • Many more...

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