Part-time Customer Experience Executive / Administrative Assistant
About Us:
At Snakehive, we design and craft premium leather accessories built to last. We’re passionate about protecting the things you care about most, and our motto, "It’s what’s inside that counts," reflects our belief that great people are just as valuable as great products. Our small but mighty team embodies this philosophy every day! As we continue to expand, we’re on the lookout for a Part-time Customer Experience Executive / Administrative Assistant to join us on this exciting journey.
Role Overview:
As a Customer Experience Executive / Administrative Assistant, you’ll play a key role in delivering exceptional customer service. Using your communication skills and attention to detail, you’ll address customer queries across various channels (email, phone, live chat), resolve issues efficiently, and assist with website administration. You'll collaborate with teams such as warehouse and marketing to ensure a seamless experience and handle administrative duties within both the customer experience and marketing departments.
What You’ll Do:
* Customer Management: Engage with customers across multiple channels, including email, phone, and live chat, while ensuring smooth order management.
* Administrative Assistance: Support the marketing team with platform updates and assist with various tasks within the customer experience and marketing departments.
* Reporting: Help manage performance reports, offering insights to drive improvements.
* Collaborate: Work closely with internal teams to ensure a frictionless customer journey.
* Solve Problems: Efficiently address and resolve customer issues, turning challenges into opportunities.
What We’re Looking For:
Desired Experience:
* Experience in a multi-channel customer service role (email, phone, live chat)
* Familiarity with platforms like Zendesk, Gorgias, or similar customer service tools
* Experience with Shopify or other similar e-commerce platforms
* Experience engaging with customers in person or online
* Proficiency with Microsoft 365
* Fluent in both written and spoken English
Personal Qualities:
* A hands-on, can-do attitude with a passion for problem-solving
* Quick-thinking and adaptable, able to navigate fast-paced situations with ease
* Proactive and resourceful, able to multitask and prioritise effectively
* Strong attention to detail, ensuring nothing slips through the cracks
* A confident communicator who thrives on collaboration and teamwork
* Excited to work in a small, fast-paced, and ever-changing company environment
Schedule:
* Monday to Friday – 10-3pm – Reduced/Flexi hours will be considered if necessary.
* Location: Dorking, RH4 1HJ (with optional remote working one day per week)
Seniority Level: Entry level
Employment Type: Part-time
Industries: Retail
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