Customer Experience Advisor

Customer Experience Advisor
Are you passionate about the beauty and wellness sector? Join the team and be part of a company where customer and employee well-being are paramount! This role is suitable for someone looking for their first role/entry level position.
Salary: £12/hr (Circa £23,000) + Bonus Scheme.
Working Hours: 37.5 Hours per week (Currently, this role requires working weekends, however this is subject to change. A typical rota would be 3 weekdays, usually Mon-Wed, 8-4, 9-5, or 10-6, and then Weekends 9-5).
Location: Birmingham (Hybrid working: 2 days in the office per week, 3 days remote + work from anywhere for August and December).
26 days holiday + bank holidays.
Flexible working
Free delicious snacks & fruit.
Great pension scheme which rises after 1 year.
Health cash plan.
Life Assurance 4x salary.
A fun, laid-back office culture.
Regular team outings with drinks & activities.
Great development opportunities.
Free products and 40% friends and family discount.
Annual health check.
Onsite gym + mental wellbeing support.
Discretionary annual bonus + initiatives.
2 extra days per year for charitable initiatives.
About our client:
Our client is a leading beauty and wellness brand and Certified Best place to work & Sunday Times 4th Fastest Growing Business in Britain with a commitment to customer satisfaction and growth. Our client places their customers at the forefront as customer satisfaction and loyalty are top priorities. As part of the Customer Service team, you will engage with customers to enhance retention, boost lifetime value, and elevate customer experience.
Key Responsibilities:
* Be the primary point of contact for customers via telephone, email, social media, and live chat.
* Retain customers through listening, effective questioning, and problem-solving.
* Build rapport and trust with customers.
* Utilize the product toolkit to offer tailored solutions.
* Provide detailed information about products and services.
* Liaise with all departments to share customer feedback.
* Meet departmental KPIs including customer save rate, satisfaction, call quality, first-time resolution, and call abandon rate.
What we need from you:
* Experience in delivering exceptional customer service, communication and retention through various channels to increase customer loyalty.
* Ability to handle complaints competently and ensure positive outcomes.
* Comfortable working in a fast-paced environment and multitasking.
* Contribute to process improvements and share customer feedback.
* Ensure accurate customer data entry and GDPR compliance.
* Proactively stay updated on campaigns and product range.
* Look for opportunities to increase customer awareness and delight.
Qualifications & Experience:
* 2-3 years of experience in a customer-focused role.
* 2+ years of Microsoft Office and/or Google Suite.
* Basic to Intermediate computer skills.
* Clear, effective, and confident communication skills.
* Proven track record of achieving targets.
* Ability to work in a fast-paced environment and prioritize workload.
Skills & Attributes:
* Passion for delivering exceptional customer experiences.
* Experience in customer retention.
* Interest in the wellness & beauty sector.
* Solution-focused with strong problem-solving skills.
* Ability to work under pressure and prioritize effectively.
* Enthusiastic and proactive with a "can-do" attitude.
* Strong team player with attention to detail.
* Self-motivated with the ability to act on own initiative and have a positive attitude towards change.
* Excellent influencing skills.
* Curious/Entrepreneurial
Cultural Capabilities:
Our clients’ values guide their hiring decisions:
Empower others - Building others up by giving them the resources they need to be the best version of themselves. Importantly, we’ll never play on customers’ insecurities to get them to buy our products.
Be absolutely yourself - Bring your true self to work, recognise your strengths and champion your differences.
Accept others – Encouraging a culture where people own who they are and accept others.
Be a pioneering spirit - Leading the discussion by having an opinion in the market and being open to giving things a go.
Be transparent and fair - Not taking shortcuts, being transparent and doing the right thing by others.
Never a number - Keeping a personal, supportive, and tight knit culture alive.
Always prioritize efficacy - An uncompromising commitment to delivering on promises.
Be a champion - Putting customers and employees’ best interests in mind.
This is an exciting opportunity to kickstart your career, apply now to make a difference in a growing organisation