Customer Experience Advisor - Remote

Overview

The Customer Experience Advisor will provide outstanding support to customers, addressing inquiries and enhancing personalized responses on social media.

In Short

• Serve as the first point of contact for customer and community inquiries.
• Handle daily queries related to delivery, payments, and products.
• Deliver exceptional customer service across all communication platforms.
• Escalate complex enquiries to relevant teams for resolution.
• Meet established performance and quality KPIs/targets.
• Monitor and respond to customer feedback on social media.
• Observe community channels and escalate emerging issues.
• Manage customer concerns during crises to protect brand reputation.
• Build strong relationships with internal teams and external customers.

Requirements

• Proven experience in a customer-focused role.
• A proactive mindset with a “one-touch” approach to resolving issues.
• Exceptional organizational skills for managing a busy workload.
• Excellent teamwork and relationship-building abilities.
• Enthusiastic and self-motivated with a positive attitude.
• Outstanding written communication skills.
• Proficiency in using Zendesk or similar platforms 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 with opportunities to learn and make an impact.
• Great employee events like Summer and Christmas parties.
• Healthy office snacks and a chocolate cupboard.
• Dog friendly office.