Overview of the role
We are seeking a proactive and customer focused customer experience executive to join our team. This role plays a vital part in maintaining high levels of customer satisfaction by providing exceptional help to customers who have experienced an issue with their order. Our ideal candidate is confident with customers and calm in their approach.
This position is within a fast-paced environment and requires you to be able to adapt to changes quickly. You will be required to retain varied product knowledge from different manufacturers and articulate this knowledge clearly to a customer or supplier.
Main Responsibilities
· Providing exceptional customer service to new and existing customers by telephone, email and online chat.
· Manage and resolve customer queries, concerns, or issues promptly and professionally.
· Provide expert technical advice on blinds, curtains and shutters to both assist in placing an order or troubleshooting an order which has been delivered.
· Liaise with various manufacturers and couriers to process remakes and ensure a seamless customer experience.
· Support the wider customer service team during peak periods, holidays or as needed.
This list is not exhaustive, and you may be called upon to carry out other tasks and duties that may be reasonably expected with the scope of your role.
Qualifications and Experience
Essential:
· At least 2 years proven experience in a customer service or resolution role
· Experience in a telephone-based role
· Strong communication and interpersonal skills, with a professional and empathetic manner
· Ability to work independently and take initiative while remaining aligned with company policies and standards
· Excellent organisational skills with the ability to manage multiple tasks concurrently.
· High attention to detail and a commitment to delivering a high-quality customer experience
· Competency with numbers and metric measurements
Desirable:
· Experience in window covering, interior design or home improvement sector
· Knowledge of blinds, curtains, shutters or similar products
Benefits
- Competitive Basic Salary
- Pension scheme with employer contribution
- 31 days Annual Leave (inclusive of Bank Holidays), which is increased for long service employees
- Medicash Staff Benefits
- Cycle to work scheme
- Staff discount
- Performance based rewards
- Opportunities for career development with an ambitious and growing company
Hours
Monday - Friday 09:00 - 17:30
One Saturday a month 09:00-15:00
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
Ability to commute/relocate:
- Brighton BN41 1WF: reliably commute or plan to relocate before starting work (preferred)
Experience:
- telephone-based role.: 1 year (preferred)
- administrative or customer service: 2 years (preferred)
Language:
Work Location: In person
