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 skilled 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 Recent Year period as required.