Customer Experience Specialist

5 months ago

Billingham, United Kingdom Rat & Boa Full time

**The role**:
As a Customer Experience Specialist at our online fashion brand, you play a crucial role in shaping the overall customer experience. By delivering exceptional service with a genuine commitment to our customers' satisfaction, you contribute to our brand's reputation for excellence and set the standard for premium customer care in the industry.

You will have a particular focus on empathy, care & relationship building. Taking the time to update your knowledge on our products allowing you to offer tailored recommendations and advice to customers seeking guidance on sizing, styling, and outfit coordination.

The main elements of the role are:

- **Liaising with Couriers**: Coordinate closely with our courier partners to ensure timely and accurate delivery of orders. This involves tracking shipments, resolving delivery issues, and providing updates to customers regarding their orders' status.
- **Amending Orders**: Should customers need to make changes to their orders, such as size adjustments or address updates, our team do our very best to facilitate these amendments efficiently while maintaining clear communication with the customers throughout the process.
- **Liaising with Third-Party Logistics (3PLs)**: Working closely with our third-party logistics providers, you will ensure smooth order fulfilment, addressing any issues that may arise and advocating for our customers' needs.
- **Projects**:

- Our team frequently manages multiple projects aimed at enhancing our functionality and streamlining the customer journey. As a collective, our department actively contributes to these initiatives.
- **Collaboration with other departments **-During quieter periods, our team actively collaborates with other departments to assist with high workloads, leveraging our availability to support where needed.

**About us**

Established in 2015, Rat & Boa is the brainchild of friends Valentina Muntoni and Stephanie Bennett. Championing the essence of duality, Rat & Boa is more than a fashion label; it's a celebration of femininity and individuality. With an unwavering focus on women, the designs stand as timeless pieces crafted to elevate every moment of dressing up.Born from a friendship of two distinct aesthetics and a shared desire to create unique pieces, Rat & Boa is a celebration of nostalgic glamour with a modern twist. Each collection tells its own story, interwoven with vivid signature prints, silhouettes and tones.Driven by continued inspiration, we continue to grow, building our Rat and Boa world and exploring new challenges. Rat and Boa have plans to branch into new categories over the coming year, growing into a fully-fledged fashion house.

**Requirements**:
We want to hear from you if you can demonstrate
- Great communication skills
- Attention to detail
- Problem solving
- Empathy and patience
- The ability to quickly learn new systems and processes

It's an added bonus (but not essential) if you have....
- A background or an interest in fashion
- E-commerce experience

**Benefits**
- Generous 30 days annual leave (plus bank holidays)
- Company Pension
- Staff discount
- Exposure to the fashion industry from design to sale
- Continuous Personal Development

Please reach out if you have any specific requirements or require any reasonable adjustments at any point during the recruitment process, we are always happy to accommodate.

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