Homeoffice Seasonal Customer Care Specialist - Remote (INTERNAL ONLY) bei Lush
Lush · Villawood, Australien · Remote
Please note: This role is only available to staff who currently work at LUSH Australia or LUSH New Zealand.
The LUSH Australia and Aotearoa Customer Care team are on the lookout for our 2025 seasonal Customer Care Specialists!
The LUSH Australia and Aotearoa Customer Care team are on the lookout for our 2025 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 and experience. 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, supporting stores 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 29th-February 1st.
We are looking for reliable, resilient folks who can learn quickly and adapt under pressure.
Please note: This role is open to current LUSH employees only. Additionally, we may close this vacancy early if we receive an overwhelming response or our business requirements change.
Core Responsibilities
- Manage enquiries from customers in a variety of channels, including email, phone, Live Chat and social media.
- Assist with investigation and resolution of all customer concerns, ensuring that each customer is satisfied with the outcome.
- Receiving and handling complaints from Customers regarding Product issues or experiences.
- Maintain an accurate record and log of all correspondence, discussions and resolutions.
- Ensure positive customer experience throughout the business by identifying trends, resolving issues and exceeding customer expectations.
- Liaise with stores to ensure that the Customer Care process is being followed with the ultimate goal to ensure every customer walks away happy with their issues resolved.
- Participate in a shop-floor visit once every 3 months to gain consultation skills/product knowledge, and support store teams.
- Provide reasonable support to their peers and fellow Customer Care team members such as sharing knowledge, or assisting with tickets.
- Maintain a deep understanding of our ingredients, products and their effect.
- Support in the creation of reports on Customer trends for various departments and teams
- Other responsibilities as needed from time to time - we work as a team!
Our Perfect Match
- Must be a current LUSH employee in Australia or Aotearoa (New Zealand)
- 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 both 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
Why join us?
- Full training and a supportive learning environment
- Select work equipment including work laptop, mouse, keyboard and headset
- A progressive work environment that celebrates diversity
- Company-sponsored Employee Assistance Program with free access to psychological, financial, legal and dietary advice
- Bonus scheme
- Flexible, remote work location
- We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence, contributing ideas for the future and share in the rewards of success when the company is doing well.
- A generous discount on LUSH products to keep you smelling and feeling fresh.
