Customer Experience Advisor

2 weeks ago

Harrogate, United Kingdom Lights 4 Fun Full time

Lights4fun has been growing since 2003 and we are now Europe’s leading online decorative lighting retailer. With dedicated websites for the UK, Germany, France and the US, and selling through our Amazon channels throughout Europe and North America, we have over 15 million customers worldwide and a turnover in excess of £34m

Our Lights4fun team plays a huge part in who we are. Our values remain at the forefront of Lights4fun, providing great products and great customer service. Passionate about what we do, we love to make our customers happy

We continue to innovate with industry-leading products year after year. From string lights to our exclusive TruGlow® candles, our quality product offering continues to grow and diversify.

We are looking for someone to join our highly motivated and passionate Customer Experience Team. Based at our HQ in Harrogate, North Yorkshire, you will play a key role in supporting the team during our very busy peak season period. You will deliver exceptional customer service excellence by dealing with and advising on a variety of customer enquiries in a fast-paced environment. This role would suit someone who is hardworking, enthusiastic, has a keen eye for detail and is able to work under pressure as part of a team or on their own. Although training will be provided it will be of advantage to have previous customer service experience.

Key Responsibilities
- Achieve performance targets set in place by the Customer Experience Manager
- Educate and support customers through their pre or post purchase experience.
- Assist customer complaints and issues, escalating when needed with management and other departments to help resolve the enquiry.
- Act as an ambassador of the company, ensuring the brand vision and message is communicated effectively at every touch point of the customer journey.
- Processing manual orders, upselling and educating when possible, to create customer loyalty and improve retention.
- Updating, processing, and amending orders / addresses or returns within the company’s policies and procedures.
- Adhoc tasks when requested

Required
- Accurate typing skills
- Computer Literate - Excel, Microsoft Outlook, Word
- Willingness to learn in a fast-paced environment
- Availability to work weekends throughout November & December on a rota basis.

What's on offer
- Competitive salary
- 25 days holiday + 1 extra day for each year to a maximum of 30 days (plus Bank Holidays)
- Birthday off as an extra days holiday each year
- Company pension scheme
- Employee Assistance programme

**Salary**: From £22,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Flexitime
- Store discount

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

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

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in Harrogate

Reference ID: Customer Experience Advisor

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