Customer Service Representative

Role Summary

We're looking for a Customer Experience Representative to join a busy team, handling customer enquiries and support across multiple channels.

Responsibilities

• Responding to customer enquiries via phone, email, live chat, social media and online contact forms in a friendly, professional and timely manner
• Managing complaints and more complex enquiries, investigating issues and working with internal teams to reach the right resolution
• Reviewing online orders, providing updates and assisting with delivery, fulfilment and other order-related enquiries
• Supporting customers with returns, exchanges, refunds and other post-purchase queries
• Liaising with stores on Click & Collect orders and other fulfilment matters
• Communicating with stores to help resolve customer and order issues
• Managing incoming support tickets, live chat and contact forms, ensuring enquiries are prioritised and closed out appropriately
• Maintaining accurate records of customer interactions and flagging recurring issues or trends
• Providing general administrative support to the wider CX team as needed

Requirements

• Previous experience in customer service or customer experience roles
• Strong communication skills and a positive, customer-first approach
• Ability to multitask and stay organised across multiple channels and priorities
• Retail or eCommerce experience is advantageous
• Experience with helpdesk/ticketing systems (e.g. Zendesk) is highly regarded but not essential

If you enjoy helping people, solving problems and working as part of a collaborative team, we'd love to hear from you.