Customer Experience Specialist

5 months ago

Hereford, United Kingdom Fenix Outdoor Full time

**Who are we?**

We are the UK’s premier outdoor retailer, focused on providing the British outdoor enthusiast with the best kit, service and advice possible.

The pace at which we progress makes us an exciting and engaging business to work for, so come along for the trek
- This could be your next career step_

**ABOUT THE ROLE**

Do you thrive on building relationships and exceeding customer expectations?
Are you passionate about the outdoors, have a love for the kit, and have a knack for people and sales?
If so you are going to love this job

Trekitt is looking for a motivated and customer-focused individual to join our growing business as a Customer Experience Specialist.

You will be responsible for delivering sound and accurate information and advice to our customers and community. Being on the front line of the business, you will embody our brand's values and work hard to ensure every interaction is a five-star experience.

You will competently use several in house and external resources to distil and deliver accurate information regarding customers orders and the technical aspects of our premium product assortment to maintain our industry leading standard of customer service in our marketplace.

**When you join our trek, you're offered**:

- A competitive salary commensurate with experience, pension, staff discount scheme and flexible working schemes including home working.
- We operate an open and friendly company with a relaxed culture and dress code in a comfortable environment, but we all work very hard to get the job done.
- Passionate, mission-driven colleagues who make things happen & help each other along the trail
- A work environment where an open mind is a pre-requisite
- A company that cares that treasures success both for our organization and for society & our planet

**WHAT YOU WILL DO**

In more detail you will focus on the following:

- Effectively resolve customer inquiries, complaints, and requests across a varied range of mediums in a timely and efficient manner.
- Provide accurate and up-to-date information on our stocked products, services, and policies.
- Proactively identify customer needs and offer solutions or escalate complex issues to the appropriate team member.
- Contribute to a positive team environment, supporting the needs of the team in a personable way.

**WHO YOU ARE**

We think you could be a great match for the position if you possess the following traits and capabilities:

- Experience - A minimum of a years frontline customer Service experience
- Communicator - Excellent written and verbal communication skills with the ability to clearly explain complex information in a concise and easy-to-understand manner quickly and efficiently.
- People Person - Outstanding interpersonal skills and a genuine passion for building positive relationships with customers and stakeholders.
- Problem Solver - Possessing the mindset and ability to think creatively and deliver the right outcome for the customer and the company.
- Organised - Strong organisational skills and the ability to prioritize tasks effectively in a fast-paced environment.
- Competent with Technology - A strong grasp of ICT skills, including using Microsoft Office, Zen Desk and POS software
- Team Player - Experience and understanding of how a team achieves its goals together.
- Live the Outdoors - A passion for the outdoors and a fundamental understanding of customers’ needs of outdoor clothing and equipment (including climbers, mountaineers, backpackers, trekkers, skiers and adventure travellers).
- Trekitt celebrates diversity and is committed to continually striving to create and grow a diverse and inclusive workplace for all employees. We provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression. We aim to facilitate a safe, fair and kind work environment where all feel welcome and can thrive._

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