Customer Care Executive

They are one of the fastest-growing hair and beauty brands in the UK, offering cruelty-free, innovative haircare products designed to transform hair health. In just over two years, the company has been featured on the Sunday Times and has won ‘Best New Brand’ and ‘Best New Product’. With a strong focus on customer-first values and continuous growth, the brand is reshaping the beauty industry from the inside out.

As a Customer Care Executive, you will be the first point of contact for customers across email and social media platforms. Reporting to the Head of Operations, your role will be key in ensuring exceptional customer experiences, handling queries with empathy and efficiency, and working cross-functionally with operations and marketing teams to drive satisfaction and loyalty.

Responsibilities

• Act as the frontline contact for customer enquiries across email and social media (including Instagram and TikTok) with prompt and empathetic support.
• Offer personalised product guidance based on customers' haircare needs.
• Manage the return and exchange processes, coordinating with logistics to ensure smooth resolutions.
• Handle claims for lost or damaged shipments and ensure timely solutions.
• Collaborate with the Operations and Supply Chain teams to monitor order fulfilment and ensure delivery excellence.
• Share customer insights and feedback with the Marketing team to enhance the post-purchase experience.

Experience Requirements

• Proven experience in customer service or consumer experience management, ideally in e-commerce or consumer goods.
• Excellent written and verbal communication with a strong customer-centric mindset.
• Detail-oriented with effective problem-solving abilities.
• Comfortable working independently and within collaborative environments.
• Proficiency in customer support tools and platforms such as Shopify (or similar systems).
  
  
  
  
  
  
  If this sounds something of interest, please apply now!

Location: Remote - London
Country: United Kingdom
Contract Type: Full Time
Salary: £Competitive

Job Reference: CCECJ25
Sector: Beauty & Wellness
Role: Sales
Market: Beauty