Customer Experience Advisor

The Customer Experience Advisor plays a key role in delivering a seamless and positive experience to customers, with the aim of building long-term loyalty and supporting revenue growth. This role operates within a customer service or call centre environment and provides product and customer support across multiple channels.

The advisor will assist customers by guiding them through product selection, supporting online self-service and transactions, and ensuring queries are resolved efficiently. Responsibilities include processing quotes and orders on SAP, managing customer enquiries and complaints, and following up on open orders to completion. The role also requires supporting other functions within the Customer Experience team and assisting across different territories when needed.

Skills and Requirements

• Minimum of 3 years experience in multi-channel customer service, e-commerce, online support or product support

• Strong working experience with SAP is essential

• Proven experience dealing with a wide range of customer queries, including complaint resolution

• Experience assisting customers with online product searches, selection and digital transactions

• Ability to accurately interpret technical information and product specifications

• Confident and capable in a digital environment

• Strong organisational and time management skills with the ability to meet targets and deadlines

• Clear and professional written and verbal communication skills in English

• High sense of urgency and ability to prioritise effectively

• Adaptable and flexible, with a willingness to support additional tasks when required

• Consistent focus on customer needs, maintaining quality and accuracy under pressure

• High attention to detail and accurate data capturing skills

• Solid working knowledge of Microsoft Office

• Comfortable with basic financial calculations and numerical tasks

• Strong learning ability with technical aptitude and an interest in new technologies

• Commitment to ongoing self-development and staying up to date with best practices and innovation

• Experience or exposure to technical product environments such as process control and automation, electrical, test and measurement, electronics, tools or consumables will be advantageous

• Positive, energetic and driven, with a genuine passion for customer service

• A collaborative team player