Customer Service Executive

Are you an experienced Customer Services Associate looking for an opportunity to enhance your skills? Do you want to join a fun and supportive team? We want to hear from you! This is an exciting Manchester-based 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 experienced Customer Service Executive who can support all customer enquiries and positively represent the LullaBellz brand. We pride ourselves on the service we provide, and as a Customer Service Executive 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. 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 arise, improving the overall customer journey and generating customer loyalty through 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. Be confident in customer service and communication over the telephone and video call 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. Support our team of Customer Service Associates with customer queries. Complaint handling and refund management. Work with delivery partners to resolve disputes and report to Customer Services Manager. Lead Trustpilot engagement with all reviews on the platform. Does this sound like a role you’d thrive in? What we’re looking for: Someone who can deliver first-class customer experience. An experienced person who enjoys outbound customer service engagement. Passionate and enthusiastic about the work they do. A person with exceptional communication skills both written and verbal. Excellent computer literacy. Experience of Zendesk is preferred with an understanding of Zendesk workflows. 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: minimum 3 years required. Exceptional communication skills both written and verbal. Must have the Right to Work in the UK. Desired: Experience of working in an ecommerce environment. Experience of Zendesk would be advantageous. Experience of social media customer service. Knowledge and passion for hair, beauty, and fashion products would be an advantage. Working Hours:

40 hours per week. 8-hour shifts Monday to Saturday on a 5 out of 7 rota. Contract:

This is a permanent position based in Manchester City Centre. Salary:

£24,500 pa. Please note: This role will be based at our Manchester HQ and is an in-person role with NO Working from Home opportunities.

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