Customer Experience Specialist

Customer Experience Specialist

Louth, Lincolnshire

Company Overview

Our Client is a global online retailer providing market from outdoor lifestyle to equestrian, with hundreds of brands and a growing list of websites.

Their business is always moving forward and to give you an idea of just how quickly in the last two years alone their websites went International and they acquired three new websites, two bricks and mortar stores and three more warehouses.

However, one thing that will never change is their ethos. Our client is proud to call their employees and colleagues their family. They recognise that by investing in their employee’s futures, providing opportunities for them to further themselves and nurturing a happy working environment they are investing in the future of the business.

As a valued member of the Customer Experience Team, you will assist in the smooth running of the department.

Objective

This is the chance to come on board and be part of our clients Customer Experience Team. The aim of which is to be 100% focused on the journey they take their customers on and strive to give the best possible experience. Their Customer Experience Team is made of strong, independent, passionate and focused individuals who love nothing more than helping pick out the perfect board or resolving any customer problem. Are you ready for the challenge?

The Role

• To provide a best in class customer experience on all customer related queries. From delivery hiccups, product insight to website navigation.

• To understand that all incoming calls, emails and live chats are an opportunity to engage with their customers and work with them to deliver the best possible experience.

• Coordinate with the team leader and different departments to maintain an awesome customer experience by recognising when something has gone wrong and strive to put it right.

• Investigate, resolve and accurately record the customer experience whilst having the bigger picture at the front of your mind to help inform your decisions.

• Represent their strong customer beliefs to organisations all over the world to ensure that if something has gone wrong, it is dealt with, with little customer impact.

Qualifications and Skills

• You have the passion for customers and making sure they have a memorable experience.

• You have crystal clear communication skills.

• You have the initiative to solve problems by yourself but are not afraid to collaborate when needed.

• You have the foresight to put yourself in the customer's place and ask what you would want to happen if you were in this position.

• You have some previous experience in a customer facing role.

• You thrive on a busy, challenging but exciting atmosphere.

• You love the Fusion lifestyle. You’re in the water, ascending peaks, on horseback, on the slopes or riding concrete.

• You have a second language (desirable, but not essential).

Benefits and Perks

Joining our clients family means embracing what they stand for - from protecting the playgrounds, oceans, mountains and skate parks, to helping the community we live in.

Other benefits include: great staff discount, a pension scheme, a day off on your birthday, staff parties and we are adding more as we grow.