The Role: As part of a collaborative customer experience team, you’ll support customers across the full journey from pre-purchase enquiries through to after-sales support. You’ll play a key role in ensuring a smooth and positive experience across all touchpoints. A core component of the role will involve handling returns, exchanges, and warranty-related queries, requiring strong attention to detail and sound judgement. Key Responsibilities: Respond to customer enquiries via email, phone, live chat and social channels Manage orders, returns and exchanges efficiently and accurately Assess and process warranty or product-related claims Provide product information and support customers with their purchasing decisions Take ownership of customer issues and deliver timely, effective resolutions Contribute to team KPIs and service standards Identify trends or recurring issues and provide feedback to improve processes What’s on Offer: Competitive salary package bonus potential Flexible working environment Supportive team culture and collaborative workplace Opportunities for training, development and career progression Staff perks and product discounts About You: Experience in customer service, ideally within retail, eCommerce or a product-based environment Strong communication skills with a professional and customer-focused approach Ability to manage multiple tasks and priorities in a fast-paced setting High attention to detail and problem-solving ability Comfortable using systems and technology (Excel and/or CRM experience advantageous) Proactive, adaptable and eager to learn A positive team player with a strong work ethic
