Customer Experience Advisor

Customer Experience Advisor
Salary: £26,000 - £28,000 DOE
Location: Trafford Park - Hybrid
Contract: Permanent

This is a great opportunity for someone who is passionate about customer service and enjoys building relationships, resolving queries and ensuring customers receive the best possible experience. You will play an important role in managing customer orders from start to finish, handling enquiries and complaints, and working closely with different departments to ensure everything runs smoothly.

Job Spec:

• Managing customer enquiries across a variety of channels, including telephone, email, online portals and social media.

• Proactively monitoring daily orders to identify potential issues and ensure everything runs smoothly.

• Providing customers with updates on orders, stock availability, deliveries and any outstanding queries.

• Tracking orders throughout the full process, from initial entry through to invoicing and proof of delivery.

• Investigating and resolving order, delivery and product-related issues efficiently.

• Handling customer complaints professionally and empathetically, aiming to resolve issues at the first point of contact wherever possible.

• Managing courier claims for damaged or missing deliveries, arranging returns and collections, and processing customer credits.

• Escalating more complex issues where necessary, while taking ownership of each case through to resolution.

• Preparing proforma invoices and maintaining accurate customer records within the CRM system.

• Working closely with internal departments, suppliers and wider teams to ensure a seamless customer experience.

• Identifying opportunities to improve processes and overall service delivery.

Person Spec:

• Previous experience in a customer service, customer experience or similar customer-facing role.

• Excellent written and verbal communication skills, with the ability to build positive relationships.

• A customer-focused approach, with a genuine desire to deliver a high standard of service.

• A calm and professional manner, particularly when dealing with challenging situations or complaints.

• Strong problem-solving skills and the ability to use initiative when resolving customer queries.

• Excellent attention to detail and organisational skills.

• The ability to manage multiple priorities and work effectively in a fast-paced environment.

• Good IT skills and ideally some experience using CRM systems such as Zendesk, Salesforce or HubSpot.

• Experience within an e-commerce, retail or product-based business would be advantageous.

• A collaborative and dependable approach, with a willingness to support the wider team.

If you're an experienced customer service professional looking for your next opportunit, then please apply below.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates