Customer Care Specialist (Seasonal)

Job No: LUSH Location: Villawood or Remote

Do you excel at delivering top-notch customer care and thrive in a role where every day brings new challenges and opportunities? Ready to diversify your experience and explore a new part of LUSH?

The Role

The LUSH Australia and Aotearoa Customer Care team are on the lookout for our 2024 seasonal Customer Care Specialists! 

In a Customer Care Specialist role, you will have the opportunity to see a whole new side to the Customer journey. Spanning contact methods such as emails, messaging, phone calls, website product reviews and more, you’ll speak to Customers across all our english speaking LUSH markets ensuring each and every one of them receives outstanding service. From consults and advice, to feedback and order resolutions, each day is different from the last.

You’ll represent the brand, and help us spread the word about our ethical beliefs and practices farther than ever before. Turning frowns into smiles, amplifying the voices of our Customers and fostering positive relationships with the brand are all part of a typical day at Customer Care. This role is a seasonal position from September 2nd-January 31st, with a required 38 hour training period from September 2nd-September 6th. We are looking for reliable, resilient folks who can learn quickly and adapt under pressure.

The role is Casual and the hours will vary including occasional weekends and late nights! 

Core Responsibilities

• Answering phone calls, and responding to emails, reviews and messages from Customers across the globe with a focus on Australia and Aotearoa

• Assisting with investigation and resolution of all customer concerns, ensuring that each customer is satisfied with the outcome

• Reporting Customer data to provide insights and help us anticipate future Customer trends/behaviour whilst ensuring we have an accurate record and log of all correspondence, contact and resolutions

• Using payment, order and tracking systems such as Saleor, FSMS, Adyen, AusPost and more to help answer Customer queries

• Receiving and handling complaints from Customers regarding Product issues or experiences

• Liaising with stores and other teams to ensure that Customer Care processes are being followed with the ultimate goal to ensure every customer walks away happy with their issues resolved

• Maintain a deep understanding of our ingredients, products and their effect

• Other responsibilities as needed from time to time - we work as a team!  

Our Perfect Match

• Is passionate about Customer service and advocation, and truly wants to support our Customers

• Has strong adaptability and versatility skills, and can seamlessly transition their focus based on the team and Customer needs

• Excellent written and spoken communication skills, using appropriate tone, register, grammar and syntax.

• Manages workflow effectively, using strong organisational and problem solving skills

• Is calm under pressure

• Can work effectively, methodically, productively, and at a fast pace

• Learns fast, and can work both as part of a team and autonomously

• Has proficient computer skills

• Has flexible availability to meet the needs of the team and business, with some late night and weekend availability

• Has an adequate home office space including desk, office chair, strong wifi connection and enclosed room to ensure Customer privacy if opting to work remotely rather than in Villawood office. Equipment such as Laptop, Keyboard, Mouse and Headset are provided

• Experience working for LUSH in the past 12 months is favourable, but not required

Who are we?

LUSH is a global manufacturer and retailer of fresh handmade cosmetics. We are known for our unique bath and beauty products, personalised customer service, in-store activism and fun shop atmosphere. LUSH is a campaigning company, working across human rights, environmental protection and animal welfare. We are dedicated to the practices of fair trade sourcing and supporting sustainable communities as well as giving back to organisations that can make a difference through our Charity Pot Program. In particular, the Customer Care team at LUSH are a small group of specialised, talented and dedicated individuals who thrive in a solutions-based environment.

At Customer care, we believe…

We believe that we are all here to give our Customers the best experience, and that it is all of our jobs to support and encourage each other to be the best Customer Advocates we can be. 

We believe in supporting our Colleagues in store as well as the Customers they interact with day to day to find the best outcomes for everybody. 

We believe in supporting one another, using clear communication, respect, feedback and collaboration to be a cohesive team. 

We believe that the Customer always deserves fair treatment, respect and treat the Customer like family and put smiles on faces. 

We believe in being well versed in our LUSH values and sharing them with all. 

We believe in being proud of our environmental efforts as well as our stance and actions that contribute to human and animal welfare. 

We believe that every challenge is an opportunity for development and any opportunity to learn should be shared. 

We believe in representing the business to the best of our ability, showing professionalism at all times and deserving the trust we have been given by other teams. 

We believe in active selling, creating opportunities and striving to make every interaction five stars.

We offer

• Full training and a supportive learning environment

• Select work equipment including work laptop, mouse, keyboard and headset

• A progressive work environment that celebrates diversity

• Paid birthday leave

• A generous discount on LUSH products to keep you smelling and feeling fresh

• Company-sponsored Employee Assistance Program with free access to psychological, financial, legal and dietary advice

Does this sound like the perfect role for you? If so, please apply by answering the questions below and uploading your resume and cover letter. Ensure all attachments are in PDF format. Applications close at midnight on 14th August 2024, so apply as soon as possible!

At LUSH, we believe that by fostering a culture of inclusion and respect, we are doing our part in building a world where there is equal opportunity for all. Having a diverse workforce that represents our wider community is very important to us and we strongly encourage applications from Aboriginal Australian and Torres Strait Islander candidates, candidates from culturally and linguistically diverse backgrounds, LGBTQIA+ candidates, candidates with disabilities, and all ages and genders.