Customer Experience Admin — Escalations & Returns Specialist

Trespass; Glasgow; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

30 days holiday (32 with service)

Corporate discounts for staff and airm

Relaxed dress code

Free parking

Job summary

Trespass is seeking a Customer Support Administrator to join our growing e-commerce team in the UK. The role focuses on delivering outstanding service, handling escalations, and processing returns and orders with accuracy.

You will contribute to maintaining high customer satisfaction and efficient processes, supported by a flexible, customer-centric environment. Experience in customer service and strong communication are essential; familiarity with MS Excel and content management systems is

Qualifications

• Experience in a customer service role.
• Excellent written and spoken communication skills.
• Confidence handling customer complaints within policy.
• Experience recording customer interactions and meeting quality targets.
• Ability to manage end-to-end customer experiences.
• Identify improvement opportunities to enhance processes and tools.
• Strong analytical skills.
• Self-motivated with good time management and problem-solving.
• Flexible, can-do attitude; multilingual skills are a plus.

Responsibilities

• Deliver excellent customer service on every call.
• Be the first point of contact for escalations and complaints.
• Process customer returns and exchanges.
• Handle order processing and administration.

Skills

Customer service

Interpersonal skills

Complaint handling

Record interactions

End-to-end experience

Process improvement

MS Excel

Content management systems

Time management

Problem solving

Can-do attitude

Multilingual advantage

Tools

MS Excel

Content management systems

Job description

Trespass is seeking a Customer Support Administrator to join our growing e-commerce team in the UK. The role focuses on delivering outstanding service, handling escalations, and processing returns and orders with accuracy.

You will contribute to maintaining high customer satisfaction and efficient processes, supported by a flexible, customer-centric environment. Experience in customer service and strong communication are essential; familiarity with MS Excel and content management systems is