Customer Experience Specialist

6 months ago

Cheadle, United Kingdom Gee Hair Full time

**Embark on an exciting career journey with Gee, a growing UK-based e-commerce hair brand located in Cheadle Hulme, Manchester.**

We are seeking a dynamic and customer-centric ‘Customer Experience Specialist’ to join our team. This multifaceted role combines customer service excellence with social media management, product expertise, quality assurance, strategic initiatives, community building efforts, market research, e-commerce operations, and product testing to elevate the overall customer journey.

**Responsibilities**:

- Customer Engagement: Respond promptly and courteously to customer inquiries and concerns across various channels while maintaining brand integrity.
- Social Media Management: Proactively manage social media platforms followers on Instagram, Facebook, and TikTok, fostering meaningful connections with followers, influencers, and brand advocates to strengthen brand affinity.
- Product Consultation: Offer expert guidance on hair extensions, including personalised colour matching and style recommendations, ensuring customers feel confident in their purchases.
- Seamless Experience: Ensure a seamless and positive end-to-end customer experience by overseeing order fulfilment and providing support to staff as needed.
- Team Leadership: Foster a collaborative and supportive team environment, providing guidance to enhance team performance and streamline customer service operations.
- Content Creation: Generate informative and engaging content, such as blog posts, focused on hair extensions to enrich the customer experience and support customer service efforts.
- Quality Assurance: Conduct regular inspections and product testing to uphold the highest quality standards, ensuring customer satisfaction and trust in our products. Address any issues or complaints promptly and improve product quality based on customer feedback.
- E-commerce Operations: Assist customers with order-related inquiries, shipping updates, and returns/exchanges, ensuring smooth and efficient transactions. Streamline the purchasing process to ensure a smooth shopping experience for customers.
- Customer Loyalty Programs: Develop and implement customer loyalty programs, referral incentives, and promotions to cultivate repeat purchases and foster long-term customer loyalty.
- Community Building and Influencer Partnerships: Build relationships with influencers, bloggers, and brand ambassadors in the beauty and fashion niche. Identify potential brand advocates, collaborate on promotional campaigns, and leverage their influence to reach a wider audience.
- Market Research and Trend Analysis: Stay informed about industry trends, competitor offerings, and customer preferences through market research and trend analysis. Gather valuable insights from customer interactions and adapt product offerings and marketing strategies accordingly.

**Requirements**:

- Ideally, at least 3 years of supervisory experience.
- Proven ability to work independently and collaboratively within a team.
- Strong organisational and multitasking skills.
- Exceptional written and verbal communication skills.
- Confident and friendly telephone manner.
- Excellent computer literacy, including iMacs.
- High level of attention to detail.
- Initiative to handle complex scenarios effectively.
- Experience with hair extensions and an understanding of colour matching would be an advantage.
- Passion for hair and hair extensions.

**Job Type**: Part-time and full-time available

**Salary**: From £14.00 per hour, dependant on experience

Ability to commute/relocate:

- Cheadle Hulme, Greater Manchester: reliably commute or plan to relocate before starting work

Join us in shaping the future of our brand and delighting customers at every interaction. If you're passionate about delivering outstanding customer experiences and thrive in a fast-paced environment, we'd love to hear from you.

**Job Types**: Full-time, Part-time, Permanent

Expected hours: 25 - 40 per week

**Benefits**:

- Casual dress
- Employee discount
- Store discount

Schedule:

- Flexitime
- Monday to Friday
- Weekend availability

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Reference ID: Customer Experience Specialist

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