Intern in Customer Service supporting contract management and order processing in a global company. Engaging in diverse teams and improving customer service capabilities.
About the role
- Customer Experience Executive at Queensmith facilitating post-sale and post-appointment customer journeys while ensuring order progression and payments. Collaborating with teams to enhance customer engagement.
Responsibilities
- Follow up with in-store customers post-appointment, and online customers who have not yet confirmed their purchase, re-engaging them with warmth and professionalism.
- Convert post-appointment enquiries into sales through consultative communication via phone, email and CRM workflows.
- Maintain accurate HubSpot pipeline records, ensuring timely follow-up and clear progression at every stage.
- Support remote payment completion by issuing pay links, finance agreements, confirming balances, and actively follow up with clients to collect outstanding payments.
- Handle objection resolution and negotiation post-appointment in line with Queensmith commercial guidelines and brand standards.
- Proactively follow up with clients post-purchase to encourage repeat business and build long-term relationships.
- Coordinate with the Sales, Production, and Customer Care Teams to ensure orders are processed correctly, timelines are clear, and customers remain informed.
- Gather and document structured feedback, identify themes, and share insights to improve conversion.
- Ensure post-sale administration and customer records are accurate, complete, and consistently maintained.
- Contribute to wider business objectives and operational improvements as required.
Requirements
- Proven experience in sales support, customer success, retention, payments, or a similar customer operations role.
- Demonstrable ability to support conversion and close outstanding opportunities through professional communication.
- Confidence handling sensitive financial follow-ups, including outstanding balances and payment completion.
- Strong organisational skills with the ability to manage multiple workflows and follow-ups simultaneously.
- Experience using CRM systems to manage pipelines and customer communications.
- **Skills:**
- Confident negotiation and objection-handling skills aligned with luxury brand standards.
- High attention to detail, ensuring accuracy across payments, CRM records, and order progression.
- Ability to communicate clearly and professionally in sensitive financial discussions.
- Collaborative working style, coordinating effectively with Sales, Production, and Operations teams.
Benefits
- Opportunities for growth and progression across departments,
- An annual company-wide bonus scheme (Included in the advertised compensation package),
- Shared commission scheme rewarding team sales and customer re-engagement efforts
- Employee Recognition Programme,
- Paid Time Off & Holidays,
- Financial Benefits,
- Workplace Culture Initiatives and Events,
- Private Healthcare Plan and Wellness Benefits,
- Generous Pension Plans,
- Training & Professional Development,
- Employee Assistance Programme - Counselling
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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