We are looking for a warm, organised, and solution-oriented Customer Experience Representative to join our team. In this role, you will be the friendly voice of Royalcraft, supporting our valued customers through phone and email, resolving issues efficiently, and ensuring a seamless experience. You’ll also play a key part in managing retail portals, stock, and orders, and providing light administrative support for our DTC platform.
Key Responsibilities
Customer Interaction
1. Answer customer calls in a welcoming and professional manner.
2. Respond to email inquiries, providing clear and helpful information.
3. Resolve customer issues, including damages, spares requests, and product concerns, with empathy and efficiency.
Retail Portal and Order Management
1. Monitor and manage retail portal orders and stock levels.
2. Support automated retail customer processes, ensuring smooth order fulfillment.
3. Troubleshoot order-related issues and escalate when necessary.
Administrative Support
1. Assist with backend operations on the Shopify platform, including minor adjustments and updates.
2. Collaborate with the accounts team to support backend functions, such as reporting and inventory tracking.
Continuous Improvement
1. Provide feedback on customer pain points to improve processes and customer satisfaction.
2. Collaborate with internal teams to enhance automation and reduce manual intervention.
Qualifications & Experience
1. Essential:
2. Strong interpersonal and communication skills, both written and verbal.
3. Experience in customer service, preferably within retail or e-commerce.
4. Proficiency with email communication tools and phone systems.
5. Familiarity with retail portals and stock/order management.
6. Desirable:
7. Basic experience with Shopify or similar e-commerce platforms.
8. Understanding of luxury retail markets and customer expectations.
9. Problem-solving mindset with attention to detail.
Key Competencies
1. Friendly and approachable demeanor.
2. Excellent organizational and time management skills.
3. Ability to handle multiple tasks and prioritize effectively.
4. Solution-focused, with a proactive approach to customer issues.
5. Tech-savvy, with a willingness to learn new systems and tools.
What We Offer
1. Competitive salary.
2. Opportunity to work with a premium brand.
3. A collaborative and supportive work environment.
4. Professional development and growth opportunities.
Join Royalcraft and help us create exceptional customer experiences while supporting the seamless operation of our premium outdoor furniture business.
Job Type: Full-time
Pay: £24,000.00-£26,000.00 per year
Benefits:
1. Company events
2. Company pension
3. On-site parking
4. Work from home
Schedule:
1. Monday to Friday
Education:
1. GCSE or equivalent (preferred)
Experience:
1. Customer service: 3 years (required)
2. Administrative: 3 years (required)
Work Location: In person
Expected start date: 04/02/2025
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