Customer Experience Advocate

4 days ago


Craigavon, United Kingdom FURNIQ Full time

Job Title: Customer Experience Advocate

About Us: At Furniq UK, we are committed to delivering exceptional customer service and creating a seamless experience for our customers.

Job Overview: As a Customer Service Specialist, you will play a vital role in ensuring customer satisfaction by handling inquiries, managing order issues, and providing timely and professional communication.

Main Responsibilities:

  • Respond to customer inquiries via email and phone, ensuring timely and professional communication.
  • Resolve customer concerns regarding orders, products, and returns, providing accurate and helpful information.
  • Handle all queries regarding customer returns and refunds, communicating with the warehouse team if issues arise.
  • Assist with maintaining customer service performance metrics, such as response times and satisfaction levels.
  • Collaborate with other teams (e.g., fulfillment, marketing) to ensure customer expectations are met and exceeded.
  • Support the Customer Service Manager by gathering data for reporting on customer satisfaction, service performance, and trends.
  • Perform basic data analysis to identify patterns in customer interactions and suggest improvements.
  • Monitor stock levels and coordinate with relevant teams to manage "out of stock" or delayed orders.
  • Manage customer expectations for orders and timescales.

Requirements:

  • 1+ years of experience in a customer service role, preferably in e-commerce or retail.
  • Strong communication skills, both written and verbal, with the ability to handle customer queries effectively.
  • Experience with customer relationship management (CRM) systems.
  • Proficiency in Microsoft Excel or Google Sheets for data entry and reporting.
  • Ability to assist with the analysis of customer service metrics and KPIs.
  • Working knowledge of e-commerce platforms like Shopify, or experience with ERP/CRM systems is a plus.

Salary: £28,500 per annum, depending on experience.



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