Customer Experience Specialist
We usually respond within three days
THE OPPORTUNITY
We have the exciting opportunity to join us as a Customer Experience Specialist. You'll be part of our Customer Experience team that looks after our retail customers for both of our brands. We keep our customers at the heart of everything we do, taking a lot of pride in delivering a personalised and memorable experience to clients and customers, regardless of their query. You'll report to the Ecommerce Retail Customer Experience Manager, and communicate with customers online through email, phone, and webchat.
You will make an impact in this fast-paced, dynamic business by ensuring all customers have a personalised experience even if things don't quite go as planned. You will effortlessly assist customers in an on-brand tone of voice, whilst coming up with effective solutions. You will be the first port of call in ensuring our customers are having stress free, memorable online shopping experience. We have systems in place that will help with the day-to-day, such as; Gorgias, Magento, and Monday.com.
If you are a brilliant problem solver with an empathetic approach and passion for customer service, who enjoys being a part of a busy environment where no day is the same, then this may be the perfect position for you!
You will be working an 8 hour, 5 days a week shift pattern. We are currently operating on a ‘any 5 in 7’ contract, this essentially means that you could be occasionally required to work a shift on any day of the week, this will include up to 2 weekend days per month, with one weeks’ notice. On the occasion you are asked to work an ‘any 5 in 7’ shift, your working hours may vary based on the business’ needs.
You will be able to predominantly work remotely in this position. On average, you will be required to work from our Head Office in Banbury once or twice a month, this may flex up or down dependent on business needs.
BEHIND THE BRANDS
We’re a family-run, entrepreneurial company with an exciting pace of life and a bright and friendly team. We are passionate about creating stunning products with a personal touch and innovating our business behind the scenes. We value creativity, collaboration and integrity.
HOW YOU'LL CONTRIBUTE
Delivering the highest level of customer service to all customers daily via phone, email, and webchat channels
Process refunds for B2C returns via Magento
Responding to customers interactions on social media platforms
Responding to Feefo reviews
Working towards SLA's to meet customers’ expectations
Working with Ecommerce, Operations and Marketing teams
Dealing with claims via delivery companies/third party logistics providers
Support the business objectives to provide customers with an outstanding experience
THE TALENT YOU'LL BRING
Previous experience working in a customer service-based environment
Previous experience using Gorgias and Magento is desirable
Able to work in a fast-paced environment
Excellent organizational skills, written and verbal communication
The ability to prioritise workload
Maintain a positive attitude towards change
Adaptability to work independently as well as in a team
Excellent telephone manner and corresponding skills
Strong problem-solving skills
PERFECTLY PACKAGED
A salary of £26,436.80
33 days holiday rising to 35 with length of service inclusive of bank holiday
A broad benefits package including our staff favourite – a very generous staff discount across both our brands. See all of our benefits on our careers portal
Opportunities to make an impact as well as learn and develop further
An innovative and friendly workplace with a team we’re proud to be part of. Find out more about us and our culture on our careers portal
We are an equal opportunities employer. We strive to be the best in our field and we know that happens by hiring a diverse team and encouraging everyone to be their authentic selves when working with us. We don’t hire based on cultures, preferences or personalities – it’s what you bring to the team that counts.
- Locations
- Oxfordshire - UK
- Remote status
- Hybrid
