Customer Experience Advisor - #123567

Application Deadline: 21 February 2025

Department: Customer Service

Location: Cramlington

Description

Welcome to Disturbia. We're an independent, subculture-led fashion brand creating unconventionally authentic attire for a global community of kindred spirits who think and act outside the box of normalcy.

Our designs are informed and inspired by the outcast, the esoteric, and the occult- we're always spinning fashion trends on their head in new and unexpected ways. We stand for the other in society, and always want to do right by our community - all while having a hell of a lot of fun in the process.

As we continue to grow, so too do we continually seek like-minded individuals to join us. The right candidate for any position will be passionate about their work and dedicated to making the brand the best that it can be as we expand into new frontiers.

We are seeking a dynamic and customer-focused individual to join our team as a Customer Experience Advisor. The ideal candidate will have excellent communication skills, demonstrating confidence and professionalism in every interaction. You should be ambitious, eager to grow within the fashion industry, and passionate about delivering exceptional service to our customers. If you thrive in a fast-paced environment and have a keen eye for detail, we encourage you to apply and become a vital part of our team.

Key Responsibilities

• Resolving customer queries using the following channels: Telephone, email, live chat and social media inboxes.


• Working to KPI's to ensure all customer service enquiries are responded to and resolved in a timely manner whilst maintaining customer experience expectations


• Deliver a first class service to all customers across all platforms, ensuring positive resolutions and overall customer satisfaction


• Assisting the Customer Service Manager in providing support, coaching and development for all Customer Service Advisors


• Replying to customer questions and reviews via relevant channels (Trustpilot, Yotpo)


• Daily order checks to ensure fulfilment can be achieved


• Processing refunds, gift cards and discount codes in line with customer expectations and with a high degree or accuracy


• Populate daily operational reporting logs to allow for strategic growth


• Feedback any distribution issues to line manager or order to allow for feedback throughout the wider company


• Liaising with our distribution center and external partners to investigate and resolve shipping related enquiries


• Propose new ideas and workflows for consideration with the aim of promoting efficiency and elevated levels of service

Skills, Knowledge and Expertise

• 3+ Years experience in a similar customer service role


• Skilled in IT with experience in Excel, Google Sheets and CRM software


• Able to handle multiple enquiries across phone, email and live chat whilst working to KPIs


• Strong organisational skills with the ability to multitask whilst working under pressure and work to deadlines


• Excellent communication skills, both with customers and the team maintaining a professional and friendly demeanor


• Have a proven ability to resolve customer complaints or issues efficiently and effectively.


• Demonstrating you naturally enjoy helping others and are service-oriented, keeping the customer's wants and needs at the forefront of the decision making process


• Being open to new ideas, continuous challenging the norm to aid development and growth within the team and wider business, whilst delivering the best possible service to all customers.

Benefits

• 21 days of annual leave, including bank holidays. Increasing with each year of service up to 27 days


• Regular working from home


• Annual leave purchase scheme


• Birthday treats


• Store discount


• Cycle to work scheme


• Quarterly social fund