Working within a close-knit Customer Experience team, you’ll play a key role in delivering excellent experiences to Trtl customers around the world, using your strong communication, collaboration and organizational skills to solve problems and identify opportunities for continuous improvement.
What you'll do
The successful role holder will:
* Handle customer enquiries and complaints around products and services in a positive and engaging tone
* Generate replacement customer orders, arrange refunds, track orders, and process returns
* Be an expert on Trtl’s products and processes
* Work closely alongside external partners to ensure that our processes and priorities align
* Liaise with colleagues across all departments to ensure continuous improvement within the CX department and business as a whole
* Moderate customer reviews across all relevant online touch points to drive brand awareness
What you'll need
* Minimum 2+ years’ experience as a customer experience or customer service advisor/ specialist or similar role
* Experience in product knowledge and brand awareness
* To be a curious, inquisitive person with the confidence to challenge current processes/ ways of working and propose improvements. We welcome creative solutions and would love you to be a lateral thinker
* Excellent communication and people skills with a proactive, positive approach to the role – you’ll be able to work well on your own initiative, but you’ll also be a team player
* To be resilient and adaptable to changes in process and priorities
* Experience of using some or all of the following is desirable: Shopify, Gorgias, Tiktok Shop, Amazon Seller Central
We'd also love you to be
* Resourceful, driven, and proactive, with a bias for action
* A forever learner, dedicated to personal growth
* Consistent and dependable, confident and friendly, proactive and enthusiastic
* Curious and passionate about all-things travel.
We offer
* Salary of £22K
* Hybrid Working and City Centre location (Glasgow)
* 33 days annual leave with option to buy more
* Contributory pension scheme
* Commitment to personal and team development
* Social and wellbeing activities
For more information or to apply for this position, please send your CV and a cover note explaining why you'd be a great fit to hannah.philp@trtl.co.uk.
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