Customer Experience Executive

Customer Experience Executive

Poole, Dorset | £26,000 - £28,000 DOE | Monday to Friday

Team Jobs are delighted to be recruiting for a Customer Experience Executive to join a growing and well-established business based in Poole.

This is a fantastic opportunity for someone who is passionate about delivering exceptional customer service and enjoys working in a fast-paced environment. You'll play a key role in supporting both direct consumers and wholesale customers, ensuring every interaction reflects the company's commitment to outstanding customer experience.

As Customer Experience Executive, you'll be the first point of contact for customers, managing enquiries across phone, email and digital channels.

• Responding to customer enquiries regarding products, orders, returns and exchanges
• Providing product advice, sizing guidance and stock information
• Managing customer complaints and finding effective resolutions
• Handling Trustpilot and product reviews, identifying opportunities to improve customer satisfaction
• Managing chargebacks and disputes across Shopify and Pay Pal
• Supporting marketplace customers and ensuring service level agreements are met
• Maintaining accurate customer records and order information

• Supporting wholesale customers with order queries, deliveries and account information
• Processing new orders, amendments and credit notes
• Providing order data, pricing information and product details
• Working closely with internal departments including Operations, Marketing, Production and Finance

• Supporting internal order processing and stock management
• Assisting with wholesale and clearance order administration
• Maintaining customer accounts within Sage
  200
• Identifying trends and recurring issues to help improve processes and customer experience
• Supporting trade shows and sales launches when required

• Previous experience in a customer service, customer support or contact centre environment
• Excellent written and verbal communication skills
• Strong telephone manner and professional email etiquette
• Ability to manage multiple priorities effectively
• Strong problem-solving skills and attention to detail
• Good working knowledge of Microsoft Office, particularly Outlook, Excel and Word
• Experience using customer service or order management systems

• Experience supporting both B2C and B2B customers
• Knowledge of e-commerce platforms and fulfilment processes
• Experience using Sage
  200 and/or eDesk

We’re looking for someone who is:

• Customer focused and passionate about delivering excellent service
• Positive, professional and approachable
• Highly organised with strong attention to detail
• Comfortable working in a busy, fast-paced environment
• A collaborative team player who enjoys working across departments

If you’re looking for an opportunity to join a growing business where customer experience is at the heart of everything they do, we’d love to hear from you.

TJCOM