Customer Service Associate

Are you a great people person? Are you experienced and thrive within a Customer Service environment? Do you want to join a fun and supportive team? We want to hear from you!

This is a rare and very exciting opportunity to work for an award-winning business and the UK’s Number 1 online retailer for premium fibre hair extensions!

LullaBellz is an established Hair and Beauty Ecommerce Company with significant plans to accelerate growth. To cope with our ever-increasing volume of orders and provide incredible service to our customers, we’re looking to recruit an amazing full-time Customer Service Associate to answer all customer enquiries and positively represent the LullaBellz brand.

We pride ourselves on the service we provide, and as a Customer Service Associate at LullaBellz, your role will be to ensure customer queries are resolved as soon as possible by responding in a confident, professional, and knowledgeable manner always.

What will you be doing?

• Create an effortless service using genuine empathy and take responsibility for investigating and owning the customer’s case from initial contact through to resolution.
• Support existing customers and potential customers by resolving issues as they arrive, improving the overall customer journey and by generating customer loyalty though exceptional online customer service.
• Respond on a variety of mediums such as email, social media, telephone and video calls, to a high standard within a fast-paced environment.
• Must be confident with customer service and communication over the telephone and video call function to ensure accurate colour matching and effective response to customer queries.
• Colour match hair extension customers accurately and efficiently (training provided).
• Responsible for own performance outputs such as: Volume of customer enquiries, efficiencies including average handling times, 90% quality score, attendance and timekeeping, and giving weekly feedback to improve performance and service.
• Customer Outreach including contacting and engaging with customers by email and telephone.
  
  

Does this sound like a role you’d thrive in?

What we’re looking for:

• Someone who enjoys making customers happy by delivering a first-class experience.
• Experienced and enjoys outbound customer service engagement.
• We’re looking for someone who’s passionate and enthusiastic and has a desire to make a difference and play a major part in growing LullaBellz into a hugely significant hair and beauty brand.
• Exceptional communication skills both written and verbal.
• Excellent computer literacy.
• Incredible customer service skills with experience of placing customers at the heart of every interaction.
• Ability to communicate effectively in high-pressure scenarios, such as complaint handling and dealing with difficult situations.
• Confident and friendly telephone manner.
• High level of attention to detail.
• Knowledge and experience of social media customer service (Instagram, Facebook, Twitter, YouTube & TikTok).
  
  

Skills that will help you in the role:

• Knowledge and passion for hair, beauty and fashion products would be an advantage.
• Experience of working in an ecommerce environment.
• The ability to be adaptive and responsive to change.
  
  

Required:

• Customer Service experience: 2 years
• Exceptional communication skills both written and verbal.
• Must have the Right to Work in the UK
  
  

Desired:

• Experience of social media customer service.
• Knowledge and passion for hair, beauty and fashion products would be an advantage.
• Experience of working in an ecommerce environment would be a major advantage to your application.
  
  

Working Hours: 40 hours per week. 8-hour shifts Monday to Sunday on a 5 out of 7 rota. Overtime available.

Contract: This is a permanent position.

Salary: £23,795.00pa

Please note: This role will be based at our Manchester HQ and is an in-person role with no Working from Home available.

We are currently overhauling our company benefits however, you can currently enjoy:

• Casual dress
• Summer, Christmas, and other social events.
• Exceptional staff discounts