As a Customer Experience Specialist within our Customer Success Centre, you’ll help deliver a seamless experience for customers across our portfolio. Managing enquiries and orders across phone and email channels, you’ll take ownership of customer needs from start to finish, working closely with internal teams to resolve issues accurately and efficiently.
Key Accountabilities
- Manage customer enquiries across phone, email and other service channels
- Accurately process customer orders and manage customer cases from end to end
- Resolve account, delivery, pricing, logistics and general service enquiries
- Understand customer needs and provide tailored solutions, aiming for first-contact resolution
- Partner with Sales, Logistics, Supply and Credit teams to deliver a connected customer experience
- Contribute to individual and team service targets while supporting continuous improvement
About You
- Previous customer service, contact centre, order processing or customer operations experience
- Robust attention to detail and accuracy when processing orders and information
- Confident communication skills with professional phone and email etiquette
- Excellent organisational and time-management skills, with the ability to meet deadlines
- A proactive, positive approach to troubleshooting and taking ownership of customer issues
- Comfortable using multiple systems, ideally including Microsoft applications, SAP or Salesforce
- Able to support the team across our peak trading period, with flexibility to work through November, December and January, including the Christmas and New Year period as required.