Business Support Specialist

Business Support Specialist
Full Time
Leatherhead Head Office (hybrid role) 
£25,000

The Business Support Specialist is responsible for delivering an exceptional customer experience by providing professional support across all customer groups. The role supports the end-to-end customer journey through customer service, order management and operational support, working collaboratively with internal departments to ensure an efficient, accurate and consistent service.

Job Requirements

Essential
•  Previous experience within a customer service or business support environment. 
•  Experience providing customer support via telephone. 
•  Excellent verbal and written communication skills. 
•  Strong organisational and problem-solving skills. 
•  Ability to manage multiple priorities in a fast-paced environment. 
•  High level of accuracy and attention to detail. 
•  Competent in Microsoft Office. 
•  A proactive, collaborative and customer-focused approach. 

Desirable
•  Experience supporting both B2B and B2C customers. 
•  Experience using Gorgias. 
•  Experience using Shopify. 
•  Experience with live chat.

Job Responsibilities

Key Responsibilities
•  Provide professional, accurate and timely support via telephone and customer support tickets managed through Gorgias, including email and live chat enquiries.
•  Support all customer groups, including Professional Skin Therapists, Consumers, Third-Party Retailers and Retail Partners. 
•  Process customer orders and proactively monitor their progress through to fulfilment, ensuring accuracy and compliance with agreed service level agreements.
•  Resolve customer enquiries, complaints and delivery issues, taking ownership through to resolution. 
•  Manage delivery-related enquiries, including collections, courier investigations, claims and shipment discrepancies, liaising with courier partners to achieve timely resolution. 
•  Support new product launches (NPD), promotional campaigns and business initiatives. 
•  Maintain accurate customer records and documentation across business systems. 
•  Collaborate with internal departments to resolve customer and operational enquiries. 
•  Contribute to continuous improvement by identifying opportunities to enhance processes and the customer experience. 
•  Achieve departmental service level agreements (SLAs), quality standards and key performance indicators (KPIs). 

Job Benefits

• Private Health Care with Vitality and Medicash
• Life insurance with Legal and General which includes – Virtual GP with Health365, wellbeing and counselling and Financial Protection. 
• A 5% pension contribution from the company as well as access to a pension’s advisor.
• Your Birthday off work!
• 5 paid sick days per year
• £70 monthly product allocation
• Access to new product innovation before they hit the shelves so that you can experience the products first-hand