As part of a collaborative customer experience team, you’ll support customers across the full journey from pre-purchase enquiries through to after-sales support. You’ll play a key role in ensuring a smooth and positive experience across all touchpoints. A core component of the role will involve handling returns, exchanges, and warranty-related queries, requiring strong attention to detail and sound judgement.
Key Responsibilities:
- Respond to customer enquiries via email, phone, live chat and social channels
- Manage orders, returns and exchanges efficiently and accurately
- Assess and process warranty or product-related claims
- Provide product information and support customers with their purchasing decisions
- Take ownership of customer issues and deliver timely, effective resolutions
- Contribute to team KPIs and service standards
- Identify trends or recurring issues and provide feedback to improve processes
What’s on Offer:
- Competitive salary package + bonus potential
- Flexible working environment
- Supportive team culture and collaborative workplace
- Opportunities for training, development and career progression
- Staff perks and product discounts
About You:
- Experience in customer service, ideally within retail, eCommerce or a product-based environment
- Strong communication skills with a professional and customer-focused approach
- Ability to manage multiple tasks and priorities in a fast-paced setting
- High attention to detail and problem-solving ability
- Comfortable using systems and technology (Excel and/or CRM experience advantageous)
- Proactive, adaptable and eager to learn
- A positive team player with a strong work ethic
