Customer Experience Executive

22 October 20242024-10-22
Dorking, Surrey
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Job Title: Junior Customer Experience Executive – 3 month FTC
Hours: Monday to Friday, 8:30 AM – 4:30 PM

Location: Dorking (with optional remote working one day per week)

Salary: (£23,000.00 - £25,000.00 per year)

As a junior Customer Experience Executive, you’ll be at the heart of delivering an extraordinary customer journey. With your top-notch communication skills, you’ll handle a variety of customer queries—whether over email, phone, or live chat—and provide fair and efficient resolutions. You’ll also get to build lasting relationships with customers and key stakeholders, working closely with our warehouse, marketing, and other teams to ensure a smooth and seamless customer experience. We’re looking for someone who’s proactive and ready to dive into brainstorming and innovating within the ever-evolving Customer Experience team.

What You’ll Do:

  • Customer Management: Engage with customers across multiple channels, including email, phone, and live chat, while ensuring smooth order management.
  • Build Relationships: Foster loyalty and trust by cultivating strong customer relationships, driving repeat business.
  • Reporting: Help manage daily, weekly, and monthly performance reports, providing insights that fuel improvements.
  • Collaborate: Work closely with internal teams to ensure a frictionless customer journey.
  • Solve Problems: Efficiently address and resolve customer issues, turning challenges into opportunities.
  • Innovate: Bring fresh ideas to the table by brainstorming and supporting new initiatives and improvements within the Customer Experience team.

What We’re Looking For:

Desired Experience

  • Experience in a multi-channel customer service role (email, phone, live chat)
  • Familiarity with platforms like Zendesk, Gorgias, or similar customer service tools
  • Experience in pulling and analysing reports

Essential Skills & Knowledge

  • Experience engaging with customers in person or online
  • Passion for delivering exceptional customer service and exceeding expectations
  • Proficiency with Microsoft 365
  • Fluent in both written and spoken English

Personal Qualities

  • A hands-on, can-do attitude with a passion for problem-solving
  • Quick-thinking and adaptable, able to navigate fast-paced situations with ease
  • Proactive and resourceful, able to multitask and prioritise effectively
  • Strong attention to detail, ensuring nothing slips through the cracks
  • A confident communicator who thrives on collaboration and teamwork
  • Excited to work in a small, fast-paced, and ever-changing company environment

Benefits:

  • Exciting company events
  • Pension plan
  • Employee discounts on our fantastic products
  • Learning and development opportunities
  • Optional hybrid working (remote one day a week)
  • On-site parking
  • Sick pay