UK Customer Experience Executive - Fixed Term Contract (Maternity Cover)

Join us at CLOUD NINE. Award\-winning hair straightener brand CLOUD NINE are hiring a UK Customer Experience Executive on a fixed term contract.

CLOUD NINE are a global industry\-leading, award winning hair and beauty brand. From day one, they have set out to create premium hair styling tools, that always brings the focus back to hair health with ambitious plans to be the world’s leading premium hair tools brand!

CLOUD NINE are hiring a full\-time 40 hours a week, Monday to Friday, UK Customer Experience Executives (maternity cover) on a 9\-month fixed term contract, with the possibility that the contract might get extended to 12 months.

This individual will be responsible for the day\-to\-day delivery of CLOUD NINE’s customer experience strategy, enhancing the customer’s experience and supporting our customers across all sales channels. They will work on maintaining and improving our high standards of customer experience, meeting set expectations. Working as part of a team, they will be confident to support customers in both the UK as well as the EU. Having experience with translation tools would be advantageous to cover the EU market, with a current focus on Italian and German speaking customers, but not exclusively, whilst also collaborating with the digital, marketing and sales teams.

This role is based at the Harrogate HQ. Once fully trained, you will work set shifts listed below, with one day per week being a working from home day after completion of the training period:

• 8:00am – 4:30pm


• 8:45am – 5:15pm


• 11:30am – 8:00pm (worked from home)


• 9:00am – 4:00pm (Friday)

Main duties

• Work to the agreed customer experience guidelines and strategy, always implementing best practice with the aim of achieving the highest standards of customer experience.


• Day\-to\-day delivery of the company’s customer experience and support capability across all B2C communication platforms, including; telephone, web chat, email, Salesforce CRM platform, review platforms, social media: Facebook, Twitter, Instagram.


• Achieve individual performance targets.


• Assist customers via education of products and services.


• Processing manual orders where necessary.


• Resolving any issues in the order process on behalf of the customer.


• Assist with all customer complaints, escalating to the Customer Service Manager via the agreed escalation path where necessary.


• Build customer rapport to defuse escalated complaints.


• Advise customers of company policies and procedures.


• Turn complaints into sales where possible.


• Retain customers through education of products.


• Keeping up to date with all current promotion, trading changes, website updates and stock levels.


• Identifying and flagging potentially fraudulent orders/activity on the CRM, adhering to the company policy, and escalating these to the Customer Experience Team Leader.


• Liaise with the company’s repair/servicing department and warehouse team, to ensure a quick turnaround of repair/replacement of products. Careful and considered real time communication with customers meeting set SLAs.

General duties

• Monitor, track and flag any recurring issues or common customer services enquiries.


• Act as an ambassador for the company, supporting and promoting the company’s vision, mission and values.


• Keep up to date with all mandatory training and ongoing improvement of knowledge relating to your role.


• Commit to own professional development, enhancing and improving skills and knowledge.

Required \& desired skills \& experience

Essential:

· Previous customer service and sales experience including answering phones

· Excellent communication skills both written and verbal.

· A willingness to learn and ability to use own initiative.

· Experience in providing high levels of service.

· Keen eye for detail.

· A strong team player with the ability to work in a fast\-paced environment.

· Confident in dealing with customers both electronically and over the phone.

· A genuine passion for customer services and helping others.

· Natural rapport building skills.

· Ability to learn and pick up new skills quickly.

· IT literate.

Desirable:

· Previous customer service and sales experience is desired, however not essential, as we will provide all the necessary training.

· Any previous experience with a CRM system would be ideal.

· Familiar with translation tools and knowing how to use them effectively (current focus on Italian and German)

What you’ll get in return:

• Salary £26,994 per annum.


• 25 days holiday plus bank holidays per annum (FTE).


• Exclusive discounts across our entire range.


• Access to subsidised Coach Gym Membership, following probation.


• Health Shield cash plan.


• Life Assurance policy.


• Company Pension scheme.


• Team building activities and internal events all year round.


• The opportunity to be part of an amazing and supportive team.

*The above is a summary only and you will be required to undertake any other additional duties that are a reasonable requirement of the role. The Company reserves the right to reasonably vary or amend the duties and responsibilities of the post holder at any time according to the needs of the Company’s business.*

Job Types: Full\-time, Temporary, Fixed term contract
Contract length: 9 months

Pay: £26,994\.00 per year

Ability to commute/relocate:

• Harrogate HG2 8RE: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person

This listing is from indeed. View original listing ↗