Customer Experience Specialist

2 months ago


Glasgow, United Kingdom Trtl Full time

**About Trtl**

Trtl is a travel retail brand based in Glasgow, Scotland that specialises in creating and exporting innovative travel products. We have over one million customers around the world and we’re passionate about helping them make the most of their adventures.

Our hero product is the Trtl Travel Pillow, the travel pillow reinvented. We saw a clear and common problem that most travellers experience - not being able to sleep on a flight - and innovated, arriving at a real and unique solution; this is how we approach everything we do.

Our aim is to continue to grow internationally and become a recognised brand, synonymous with travel, comfort, and innovation.

As one of our key hires, you will help us chart the course. Come and join us on the journey

**The Job**:
We’re expanding and looking for an experienced and enthusiastic Customer Experience Specialist to join our team in the centre of Glasgow.

If you’re up for the challenge of working in a growing, fast-paced global company, where your input will drive change and product development, we want to hear from you.

**Key Responsibilities**:

- Moderate Trtl's social media channels (Facebook, Instagram, Twitter and Tik-Tok) for both organic and paid content in a friendly, polite, and timely manner
- Resolve issues, advise on product queries, track parcels and a multitude of other varied questions and requests.
- Moderate spam, trolling or offensive comments.
- Manually pack orders and create shipping tickets and custom invoices.
- Communicate with warehouses daily to assist with customer requests that are time sensitive.
- Look out for and act against counterfeit and fraudulent products / posts.
- Create a positive safe place for our Trtl community.
- Monitor and moderate our member only Facebook group in conjunction with and under the guidance of the marketing team.
- Generate replacement customer orders, arrange refunds, track orders, and process returns.
- Respond to customers in your own individual way to provide high quality and bespoke customer service.
- Liaise with colleagues across all departments (in particular social media and design) but including the warehouse, technical support, or other colleagues to resolve customer issues and ultimately enhance the customer experience.
- Strive to become an integrated and key member of the Trtl family.
- Moderate and illicit customer reviews across all relevant online touch points to drive brand awareness.
- Continually optimise the customer experience and feedback loops that are essential to the rest of the team in delivering their objectives.

**Key Skills & Experience**:

- Minimum 2+ years’ experience as a customer experience or customer service advisor/specialist or similar role
- You will be organised, collaborative, task oriented and agile.
- Resourceful, driven and proactive, with a bias for action
- Consistent and dependable
- Excellent communication and people skills
- You will thrive working in a busy, international environment.
- Curious and passionate about all-things travel.
- Experience using the following programmes are desirable: Shopify, Gorgias, Excel

**Rewards and Benefits**:
Our benefits package includes:

- Competitive salary
- 28 days annual leave (including public holidays)
- Contributory pension scheme
- Personal development and on-the-job training

**How to Apply**:
Please submit your CV through Indeed.

**Salary**: £18,000.00-£22,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Glasgow: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

Work Location: Hybrid remote in Glasgow



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