Member Happiness Assistant

Job Description

Beauty Pie, a luxury beauty and wellness buyers' club, is seeking a Member Happiness Assistant to join their team in London. This role involves providing exceptional customer support to members and potential members across various channels. The ideal candidate will be customer-obsessed, possess excellent communication skills, and have experience in a customer service role, preferably within a scale-up business or large contact center.Beauty Pie offers a hybrid work model, requiring a minimum of three days in the office each week to foster collaboration and maintain team momentum.Responsibilities:

• Assisting members via Webform, Email, Social, and Chat via Zendesk.
• Providing product knowledge and support for deliveries, returns, and membership queries.
• Taking ownership of customer journeys and resolving cases with personalized solutions.
• Prioritizing inbound contact and multitasking with other projects.
• Advocating for customers and providing feedback to the business.
• Utilizing systems effectively to assist customers and provide accurate feedback.
• Collaborating with team leads to meet departmental needs.
• Showcasing product knowledge to advise and upsell to customers.
• Supporting team members with queries and questions.

Requirements:

• Customer Obsessed mindset.
• Great communication skills and computer literacy.
• Zendesk experience is an advantage.
• Previous experience in a customer service role.
• Understanding of metrics and goals such as CSAT, tickets solved, and average handling time.
• Previous skincare and make-up experience is an advantage.
• Ability to multitask and thrive in a fast-paced environment.
• System knowledge desirable (Zendesk, CommerceTools, Netsuite, Asana, Slack).
• Flexibility to work a shift pattern across Monday - Sunday and bank holidays.

Beauty Pie offers:

• Free Membership to Beauty Pie + discount off our products
• 25 days holiday & your birthday off
• Flexible bank holidays
• Equal leave for all new parents
• Private Medical Insurance
• Menopause support
• £2,500 to spend on your fertility journey after 2 years service
• 10 therapy sessions through AXA PPP