1. Role Purpose
To provide an exceptional, empathetic and personalized customer experience across all customer touchpoints. The Customer Care Representative acts as the voice of the customer, resolves queries and grievances efficiently, and builds trust and loyalty towards Lush.
2. Key Responsibilities
Customer Support

- Respond to customer queries through email, phone, WhatsApp, social media and other customer-care channels.
- Understand the customer's concern and provide accurate, timely and helpful information.
- Maintain a warm, friendly and empathetic tone in every interaction.
- Guide customers on products, ingredients, usage, availability and suitable alternatives.

Grievance Handling

- Take complete ownership of customer complaints until resolution.
- Listen actively and acknowledge the customer's concern without being defensive.
- Provide appropriate solutions in line with Lush policies.
- Escalate complex or sensitive cases to the relevant team while keeping the customer informed.
- Follow up with customers where need to ensure satisfactory closure.

Product & Brand Knowledge

- Maintain solid knowledge of Lush products, ingredients, benefits, usage and ethical values.




- Stay updated on new launches, promotions, campaigns, product changes and policies.
- Translate product and ingredient information into simple, customer-friendly recommendations.

Customer Recovery

- Identify opportunities to "Make It Right" when a customer has had a poor experience.
- Use empathy and thoughtful problem-solving to rebuild customer confidence.
- Identify potential repeat customers and opportunities to strengthen relationships.

Documentation & Reporting

- Accurately record customer interactions, complaints, resolutions and feedback.
- Track open cases and ensure timely closure.
- Identify recurring complaints and share insights with relevant teams.
- Prepare regular reports on customer queries, complaints, trends and resolutions.

Cross-functional Collaboration

- Work closely with Retail, Operations, Warehouse, E-commerce, Marketing and other teams to resolve customer issues.
- Communicate recurring customer feedback to the relevant teams.
- Support improvements in products, processes and customer experience based on customer insights.

📌 Customer Care Representative (Bengaluru)
🏢 Bilberry Brands India
📍 Bengaluru