Peak Season Customer Service Assistant

Iconic London is on the look-out for peak season Customer Service Assistants to help strengthen our team during our most exciting time of year. We are on the search for motivated individuals who are passionate about all things Iconic London.

You will need to be fully flexible and be happy to work weekends and on public holidays. The role will be semi-remote with the opportunity to work from home up to 4 days a week and onboarding conducted from our Canary Wharf HQ. Start dates are available from the beginning of November and contracts running until December or January.

Whilst this is a temporary contract, it has lots of potential! Whether it’s your first job and you’re looking to gain some valuable experience over the festive period, or you have a passion for makeup and are looking for a new challenge.

Responsibilities:

• Be the eyes, ears and mouth of Iconic London and interact with customers across email, social media & live-chat.
• Accurately answer customer queries in a friendly, empathetic, helpful, and efficient manner.
• Take ownership for customer contacts to anticipate their needs and to resolve their issues.
• Liaise with external third parties such as our fulfilment centre to provide solutions.
• Escalate technical errors and negative customer feedback.
• Advocate brand values and share expert product knowledge.
• Deliver world-class customer service and contribute to the achievement of department SLAs.
• Administrative tasks across a range of digital systems including Shopify and customer service ticket platform.
• Adhere to GDPR policies.
• Follow standard operating procedures, Iconic London policies and processes.
• Additional duties as directed by Customer Service Manager.

Examples of customer contacts you can expect to resolve

• Where is my order?
• Managing incorrect items received or damaged deliveries.
• Assistance returning item(s) or an order.
• Account queries and changes to marketing preferences.
• Unable to sign-in or trouble at checkout.
• Technical difficulties.

​

Must haves

• Able to navigate Windows PC and Microsoft packages including Excel, Word, and Outlook.
• Excellent verbal and written communication skills.
• Fluent English language; articulate with brilliant spelling and grammar.
• A passion for makeup and a basic understanding of makeup artistry.
• Demonstrable examples of solving problems and using initiative.
• Outstanding team-player; positive, reliable and able to work collaboratively.
• Flexible and adaptable with the ability to empathise with disappointed customers.
• Sustained record of time-keeping and attendance.
• UK resident.
• Over 18 years of age.

Nice to have

• Experience in a customer service role.
• Knowledge of the beauty industry.
• Understanding of eCommerce customer journey.

Benefits

• Competitive hourly salary.
• Based in Canary Wharf with some homeworking.
• Excellent training.
• Product discount.
• Work in the HQ of an exciting rapidly expanding, global businesses with a small, close-knit team.
• Knowledge that your role is a vital part of the overall business and that what you do really makes a difference to the success of the company.
• 25 days holiday per year, pro-rata to the duration of the fixed term contract.

What happens next?

If your application is successful, we will contact you via email to arrange an interview.