Purpose of Role
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 all about providing excellent customer service to all our customers and clients as well as working towards achieving maximum 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
· Processing orders
· 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 Sets required
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