Role title: Customer Service Specialist (with Reporting & Data Analysis Support) Salary: £25-35k GBP (annual) Depending on experience. Reports to: Directors Location: Furniq UK LTD -- 22b High Street, Portadown, BT62 1HZ Job Overview As a Customer Service Specialist at Furniq UK, you will be responsible for ensuring customer satisfaction by handling inquiries, managing order issues, and delivering a seamless customer experience. Additionally, you will support the management team by assisting with basic reporting, data analysis, and providing insights to improve our overall service and operational processes. Key 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. Core Competencies, Knowledge, and Experience 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. Strong organizational skills and attention to detail, with a proactive problem-solving attitude. Soft Skills Customer-focused with a passion for delivering excellent service. Ability to multitask and work in a fast-paced environment. Analytical mindset, able to derive actionable insights from customer data. A collaborative team player with strong interpersonal skills. If youre passionate about delivering exceptional customer service and interested in a role that blends customer interactions with data-driven improvements, wed love to hear from you! Apply today and join the Furniq UK team to help shape the future of customer experience.