A BIT ABOUT US:

Established in 1994, The Fragrance Shop is the UK’s leading independent fragrance retailer. Our aim is to make mainstream and luxury fragrances affordable and accessible to all. We showcase more than 130 fragrance brands in over 220 stores throughout the UK and online at www.thefragranceshop.co.uk. We are expanding and are looking for a Customer Services Administrator to join the team and be part of a growing and vibrant brand.

KEY SKILLS & EXPERIENCE:

• Previous experience in a customer service or administration role, preferably in retail or e-commerce.
• Strong written and verbal communication skills.
• Ability to manage and prioritise a busy workload across multiple tasks and platforms.
• High attention to detail with excellent problem-solving abilities.
• Experience handling refunds, replacements, or chargebacks is desirable.
• Confident using CRM systems, order management software, and Microsoft Office (Excel, Outlook, Word).
• Knowledge of social media platforms (Instagram, Facebook, Twitter) for customer interaction.
• A proactive, can-do attitude with the ability to work both independently and collaboratively.
• Experience working with couriers and understanding basic logistics processes would be an advantage.

ROLE PURPOSE:

We are seeking a motivated and detail-oriented Customer Service Administrator to join our dynamic Customer Service team at The Fragrance Shop Head Office. This role will play a critical part in ensuring customer satisfaction by managing a variety of key service operations including refunds, order approvals, store support, and courier management.
You will be a key point of contact between customers, stores, couriers, and internal teams, helping to deliver a seamless and positive experience across multiple channels.

KEY RESPONSIBILITIES:

• Refunds Management: Process customer refunds efficiently and in line with company policies and procedures.
• Replacements Handling: Organise and authorise replacements for damaged, lost, or incorrect orders.
• Order Approvals: Review and approve customer orders that require manual intervention, including fraud checks and payment verification.
• Store Support: Act as a support contact for our retail stores, resolving queries and facilitating smooth operations between stores and head office.
• Chargeback Management: Investigate and manage customer chargebacks, gathering evidence and responding to payment providers to mitigate losses.
• Social Media Customer Service: Monitor and respond to customer queries and feedback received via social media platforms in line with our brand voice and customer service standards.
• Front-Facing Customer Feedback: Handle direct customer feedback from surveys, emails, and external platforms, ensuring concerns are logged, resolved, and escalated where necessary.
• Courier Queries: Liaise with courier partners to resolve delivery issues, track parcels, and update customers proactively.
• Courier Claims: Manage claims processes for lost or damaged parcels, ensuring timely resolution and communication with relevant parties.