Customer Experience Advisor

Role Description

Reporting to the Customer Experience and Retention Manager, this role is responsible for acting as the first point of contact for customers.

Duties include:

• Maintaining a high level of customer service liaising with customers using email and live chat
• Logging information such as product fault data, ticket trends accurately using our IT systems
• Liaising with third parties, including courier partners, to resolve customer enquiries and raise claims on customer’s behalf
• Escalating unusual or more complex queries
• Processing customer returns, refunds and exchanges
• Reviewing and processing custom product orders

To be successful in this role you should have:

• Previous experience in a Contact Centre role
• Flexibility to be able to work on a rota basis that may including evening and weekend work
• Great written and verbal communication skills
• Excellent problem-solving skills
• Data driven with high attention to detail and accuracy
• A proactive attitude and a curiosity to learn
• Strong team working skills but also be able to work independently
• Experience in the use of Shopify or similar ecommerce platform

At Cernucci, we want to challenge the old way of doing things. Our people define our culture, and we encourage everyone to bring their authentic selves to work and put no limits on creativity.

The salary for this role will be National Minimum Wage (£12.71), with on-site presence of 3 days per week. In addition:

• 33 days (including bank holidays)
• Matched salary exchange pension contributions of 5%
• Enhanced family friendly policies
• Employee Assistance Programme

Our Customer Experience Advisors will be required to work shifts to make our operation work, between 9am and 9pm, Sunday to Friday.

We re not working with agencies on this role so please don t submit speculative CVs.