Overview
As Senior Customer Experience Executive, the role will be involved in processing and resolving inbound customer enquiries and orders, identifying and understanding customer needs and always providing a consistently high-quality service. This department is about providing excellent customer service to all customers and clients while working towards profitability and growth in line with the company strategy and business goals.
Key Responsibilities
* Dealing directly with customers either by telephone or electronically
* Handling and resolving customer complaints
* Obtaining and evaluating all relevant information to handle product and service enquiries
* Directing requests and unresolved issues to relevant departments
* Recording details of enquiries, comments, and complaints and keeping records of customer interactions and transactions
* Managing administration associated with the role
* Building relationships internally and externally, communicating effectively with customers
* Providing feedback on the efficiency of the customer service process
* Being proactive by prioritising daily tasks and managing the workload
* Ensuring the customer journey is enhanced and the best it can possibly be
Person Specification - Experience and Skills
* Minimum of 3 years in a Customer Service role is essential (Hair, Beauty or Fast Fashion Ideal)
* Experience of working within fashion brand or similar paced business
* Experience of working in a pressurised/fast paced environment is essential
* Outstanding communication and interpersonal abilities
* Excellent organisational skills, being able to multi-task
* Ability to think proactively and independently
* Experience in MS Office is essential
* Can work independently as well as in a team
* Shopify experience desirable with reporting schedule required
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Retail
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