Customer Service/Administrator

Location: West Grinstead, RH13 8LN (just outside Horsham)
Reports to: Customer Service Manager

Our client, a well-established beauty brand with a strong focus on organic and sustainable products, is seeking a proactive and customer-focused Customer Service/Administrator to join their team. This is a fantastic opportunity to become part of a dynamic, growing business that operates across various sectors, including ecommerce, wholesale, and retail.

As a Customer Service/Administrator, you will play a key role in delivering exceptional customer service while providing essential administrative support across multiple departments. This role is ideal for someone who enjoys problem-solving, is detail-oriented, and has strong communication skills.

• Respond to customer inquiries via phone, email, and live chat.
• Provide expert advice on a wide range of products.
• Process Private Mail & Trade orders, with the opportunity to upsell.
• Resolve customer complaints and issues promptly and efficiently.
• Collaborate with the accounts team to manage trade accounts exceeding credit limits.
• Manage and respond to online customer reviews and feedback.
• Handle customer returns and refunds professionally.
• Support various departments (sales, ecommerce, warehouse) with administrative duties.
• Ensure the office and communal areas are maintained in a tidy and organized manner.
• Work towards individual and team performance goals (KPIs).

• A quick learner with a proactive attitude.
• An empathetic and effective communicator with strong interpersonal skills.
• Organized with the ability to manage a varied workload and prioritize tasks.
• Familiar with Microsoft Office (Word, Excel) and confident working with internal databases.
• Experience in customer service (via phone, email, and live chat) is essential.
• A passion for beauty products or experience in the beauty industry is desirable but not required.
• Familiarity with customer service software (such as Gorgias) is a plus.

• Full-time, office-based role (non-remote).
• Hours: 9:00 17:00.
• 20 days annual leave, plus bank holidays.
• The office is located in a semi-rural area outside Horsham, so candidates must have their own transport due to limited public transportation options.

• 4% pension contribution.
• Life Assurance Plan.
• Long-term service rewards, including extra annual leave and cash bonuses after 5 and 10 years of service.
• Half-day annual leave on Christmas Eve and New Year's Eve.
• Free parking and a 50% discount on company products.
• Fresh fruit and snacks delivered weekly to the office.