Hybrid Customer Experience Advisor

Posted 3 weeks ago

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About the role

  • Serve as the first point of contact for customer and community inquiries.
  • Handle a variety of daily queries related to delivery, payments, and products.
  • Deliver exceptional customer service across all communication platforms, ensuring prompt and personalised responses.
  • Escalate complex or specialist enquiries to relevant teams for resolution.
  • Meet or exceed established performance and quality KPIs/targets.
  • Monitor and respond to customer feedback on social media and review platforms within agreed SLAs.
  • Observe community channels, identifying and escalating emerging issues quickly.
  • Manage customer concerns during crises to protect the brand's reputation and enhance the overall experience.
  • Build and maintain strong relationships with internal teams and external customers to foster collaboration and trust.

Requirements

  • Proven experience in a customer-focused role, demonstrating a commitment to exceeding customer expectations.
  • A proactive mindset with a “one-touch” approach to resolving customer issues efficiently and effectively.
  • Exceptional organisational skills with the ability to manage a busy workload and adapt to shifting priorities in a fast-paced environment.
  • Excellent teamwork and relationship-building abilities.
  • Enthusiastic, self-motivated, and capable of managing diverse tasks with a positive attitude.
  • Outstanding written communication skills with a keen eye for detail.
  • Proficiency in using Zendesk or a similar platform is preferred.

Benefits

  • 25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year
  • 5% employer match salary sacrifice pension scheme
  • Generous Oner Active discount plus regular office sample sales
  • Free Evolve You subscription
  • Private Healthcare with Vitality including optical and dental
  • Monthly wellness allowance and team workout classes
  • Start-up culture - the chance to learn and make a real impact
  • Great employee events like our Summer party, Christmas party and team away days
  • Healthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)
  • Dog friendly office

Job title

Customer Experience Advisor

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

High School Diploma

Location requirements

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